FAQ

This Official Gestuz PRE.LOVED Buyer-Seller Match Service provides:

– All you need to register and list your well-kept Gestuz items in two clicks.
– Buy secondhand Gestuz items from people like yourself who are ready to let their well-kept items go.
– Use your personal Watchlist to track and stay updated on Gestuz items you love.

The service is operated by Gestuz's service provider Continued as a destination for buying, selling, exploring and maximizing the long-termed value of Gestuz items!

When shopping on Gestuz PRE.LOVED, you are buying pre-owned (i.e. used, secondhand) Gestuz items from private sellers who have taken good care of their Gestuz items and are ready to pass them on.

Sellers and buyers are kept anonymous during the enitre sales process and will only have their names on payment receipts and shipping labels.

When you make an order request, any private seller who has listed the item you want to buy will be notified and asked to accept or reject your request. If a seller accepts your order request, the given seller will prepare, pack and ship the item to you.

Buyers on the Gestuz PRE.LOVED Service have the opportunity to make an order request when wanting to purchase an item. The order request is valid for 48 hours. Within this time, any seller who has listed the item for sale will get a notification email with the option to accept or reject the specific order request. Based on a first come, first served principle, a seller can win the order by being the first person to accept the request.

When an order request has been accepted by a seller, the trade is binding for both parties according to Danish law, cf. Section 1 of the Danish Agreement Act. A shipping label from the Gestuz PRE.LOVED Service and its business partners must be used to ship the exact item(s) that it is generated for.

Sellers must use shipping labels provided by Gestuz PRE.LOVED to ship their orders. By failing to do so, no Payout will be issued.

Go to the Shop section and find the product you want to buy. Click "Buy" and sign in to complete the checkout flow. When your order has been made, all sellers that have listed the item will be notified and have 48 hours to accept or reject your order request.

If your order is not accepted within the 48-hour time frame, it will be canceled, and you will have to make a new order request. If your order request is accepted, you will receive a notification email with your order confirmation and tracking info.

No. Currently, the Gestuz PRE.LOVED Service is not available to anyone living outside of Denmark.

Get in touch if you think your country should be our next resale destination. :)

Your order will be delivered via your chosen delivery service. You can choose home delivery or to pick up your order at your nearest parcel shop. Your tracking and delivery information will be provided via email and/or SMS.

When choosing home delivery, you should open your parcel immediately and inspect your item carefully. If something is wrong, you have 48 hours to make a claim. Don't lose your chance to report an issue by failing to review the item you have received!

When choosing to have your order delivered to a parcel shop, you must pick it up within 7 days. We encourage buyers to pick up their orders as soon as possible after delivery. If you fail to pick up your order in time, it will be returned to the seller.

Once you have received your order, you should inspect it carefully to be sure you have received the right item in a well-kept condition that meets our standard product requirements and acceptance standards. If everything is ok, the item is yours, and you can start using it. For any inquiries, concerns or claims, you may contact our Gestuz PRE.LOVED customer support team within 48 hours from when you received the item.

If you regret your purchase or it does not fit, you may re-list the item for sale in the Gestuz PRE.LOVED Shop. We will find a new buyer for you!

A well-kept item may have been used but shows no defects and is overall well maintained and in excellent secondhand condition. Gestuz PRE.LOVED only supports trading with items that meet our strict product condition and acceptance standards. Each item needs to be carefully inspected to determine whether it: (a) is well-kept (in excellent, new or like-new condition) and, if needed, has been freshly laundered and completely dried; (b) is free from stains, pilling, holes, odor and any other signs of excess wear; (c) is the actual item described (e.g. the right size, color, product ID); and (d) is authentic.

Prices on the Gestuz PRE.LOVED Service are intelligent and reflect accurate current resale values by being based on data about the individual Gestuz style, including demand, product type, material, Original Retail Price (ORP), rarity, season and other variables. Sellers cannot adjust the prices which are dynamic and will change over time.

While prices on the Gestuz PRE.LOVED Service are not negotiable and cannot be changed by users, the current price and payout value of an item are always transparent for buyers and sellers. When making an order request, the buyer will know the price of the item as well as the final price, including the shipping fee. Similarly, sellers of the item will be informed about the current payout and voucher value before accepting or rejecting an order request.

It is important for us to ensure fairness and offer the best possible deals for buyers and sellers. When using the Gestuz PRE.LOVED Service, you can be sure that product prices always reflect the actual current market prices.

Transparent pricing and service fees

In order to meet the acceptance standards, a listed item must be a 100% authentic Gestuz item in a well-kept condition. A well-kept item may have been used but shows no defects and is overall well maintained and in excellent secondhand condition. Read more about our acceptance standards here.

We've all been there—sometimes you buy an item, only to find that it doesn't work for you. If something has been worn once, twice or even multiple times but has little to no signs of use, it will meet the acceptance standards.

No matter how many times your item has been used, you must inspect it carefully to be sure that it is actually well-kept and ready to live on.

There is a delivery charge for shipping on all orders.

You can choose home delivery or have your order delivered to your nearest parcel shop.

Gestuz PRE.LOVED offers 2 to 4 business day shipping as our standard shipping time on all orders. Confirmed orders will be shipped within 72 hours from the time a seller has accepted an order request.

You will see the shipping rates and delivery times for your order when choosing a delivery option in the Shop, on the Order Confirmation page, on the Order Details page and in the Order Confirmation email.

Info: Upon dispatch, you will receive an email with a link to track your order.

Currently, it is not possible to have an item you want to buy reviewed via Gestuz PRE.LOVED before shipment. Don't hesitate to let us know if an item review would make you more likely to use the service!

No. Currently, the Gestuz PRE.LOVED Service is not available for sellers anywhere outside of Denmark.

There are more ways to find an item that you want to list for resale in the Gestuz PRE.LOVED Shop:

• By product name: Login to your Gestuz account and search for the item under "Orders" to see the product names of your previously bought items. You can find this in your email confirmation or on your physical receipt.
• Use the search feature to identify the product on the Gestuz PRE.LOVED site.
• Use the browse feature and filter to identify the product on the Gestuz PRE.LOVED site.

If you still cannot find the item you would like to list, please contact our customer support, so we can help you. 

In the event that you own an item that does not exist in the Gestuz PRE.LOVED product database, it will not be possible to sell using the Gestuz PRE.LOVED Service. In that case, you may find another way to pass on your item and give it a new life.

1. Go to Register and find the item you want to list for resale.
2. Click "Register" and list the item when you are ready to let it go.
3. When your item is listed, we will find a buyer for you.

All product data and prices are pre-filled and just awaiting your acceptance.

To view your registered products and listings, go to Me and select the "Registered" or "Listed" items tab.
To edit an item, simply click the "List" or "Unlist" link below the given item and select "Confirm".

When registering and/or listing a Gestuz item, you accept the Terms and Conditions and give Power of Attorney (POA) to Continued to list your item for resale using the Gestuz PRE.LOVED Service. You can delete registered and listed items at any time and must accept a buying request, including the current payout value before an item is sold. Gestuz PRE.LOVED knows the current resale value of your item and will sell at the corresponding price.

You can register all well-kept Gestuz items, no matter when and where they were bought. Simply find and register your items in the Gestuz PRE.LOVED Shop and list them when you are ready to let them go.

In the future items purchased directly from Gestuz will be provided with a referral link to the registration page.

In the event that you own an item that does not exist in the Gestuz PRE.LOVED product database, it is not possible to sell using the Gestuz PRE.LOVED Service. In that case, you may find another way to pass on your item and give it a new life.

We only accept items that are in well-kept condition. For example, we do not accept items that have major rips, stains or missing/broken buttons or zippers. You will be guided through a simple condition form with all eligibility criteria as you register, list and accept an order request.

If your item does not meet all eligibility criteria in the condition form, you will be offered a deposit value corresponding to the recycle value of your item. You may also consider selling your item using other resale platforms to get the maximum value out of the item. We support any action that makes Gestuz items live longer!

You can see more details about our acceptance standards here.

Once a buyer wants to purchase an item you have listed, you will receive an order request that you can reject or accept in 48 hours. Please be aware that any seller who has listed the given item will have the chance to win the sale. Being quick is highly recommended!

Depending on the outcome, we will cancel the order on your behalf or provide you with a shipping label/code, so you can go on and ship the item to the buyer. If you win the sale, you should pack the item, attach the provided shipping label/code to the package and drop it off at your nearest parcel shop in 72 hours.

When the item is delivered, the buyer has 72 hours to make a claim. If no claim has been made within the 72-hour time frame, it is payday, and we will process your payout.

If the buyer makes a claim and the item you have sent does not meet our product requirements and acceptance standards, the buyer has the right to send the item back to you at your own expense.

We will take care of the individual claims and let you know what is up!

When you have accepted an order request, you will receive a shipping label/code with the delivery info via email. Simply send your item using the shipping label/code provided by us. Attach it to your package and drop it off at your nearest parcel shop. Make sure that the label/code is scanned and save your receipt until the item is received and has been accepted by the buyer.

When selling an item, you must use the provided shipping label/code to ship the order and follow our instructions. By failing to do so, you will not receive your Payout!

In the event that the item you have sent does not meet our product requirements and acceptance standards, the buyer has the right to send it back to you at your own expense. We will let you know if a claim has been made.

If your item does not meet the requirements listed as eligibility criteria in the condition form you see during the registration flow, you will not be able to list it for resale and will be offered a recycling value instead. You may choose to let go of your item in exchange for the recycling value or decide to repurpose your item in another way. We support any actions that can make Gestuz items live longer!

Do not list an item for resale on the Gestuz PRE.LOVED Shop if it does not meet our acceptance standards! Please contact our customer support if you are in doubt. We are happy to help!

When you have accepted an order request, you have officially sold an item. Make sure the item is freshly laundered and in its best condition. If it has just been cleaned, you may need to use a steamer to make your item look new and ready to wear. If you are selling a pair of shoes or a bag, you should make sure that the item(s) is/are properly cleaned and ready for a new owner. Nothing should be left in bags or pockets. 

We encourage sellers to think of themselves as small business owners and prepare their sold item(s) as if they were running a professional webshop. Preparing sold items with love and care will reduce the risk of receiving a claim from a buyer.

How would you like to receive the item you just sold? Put yourself in the shoes of the buyer and make sure to prepare the item as you would expect it to be from a buyer's PoV.

Choose packaging that fits the size and shape of your item while ensuring it is well protected. If you have the original shoebox or dust bag(s) for your item(s), you should use the original material for the shipment.

While it is not obligatory for sellers to document the authenticity of items sold on the Gestuz PRE.LOVED Shop, we encourage you to take a couple of images or record a video of your sold item together with a handwritten note with your name, the date of the sale and the word Gestuz PRE.LOVED. Documenting the shipment in images is also highly recommended.

When selling an item on the Gestuz PRE.LOVED Shop, we encourage you to save any useful documentation about the item and the sales process until the item has been accepted by the buyer. If a buyer makes a claim, sellers may benefit from the documentation which can be used to resolve unforeseen issues.

When shipping an order, you must use the provided shipping label and make sure it is scanned in the parcel shop. By failing to use the right shipping label, you will not receive your Payout! When dropping off your item, you should always ask for a delivery receipt and save it until the package has been delivered to and accepted by the buyer.

Once you have accepted an order request, you will receive a shipping label/code to use for the shipment. When you have received the shipping label/code, you must ship the item within 72 hours. If you have not shipped the sold item within 72 hours, the order will be canceled and you will lose the sale!

Before you accept an order request, you should make sure that:

• Your item is well-kept and meets our acceptance standards.
• You can ship the item within 72 hours.

You will be paid for your item when it is sold and has been received by the buyer. Once the item is delivered, the buyer has 48 hours to make a claim. If the buyer has not made a claim within 48 hours, the item will be accepted, and the order is complete. When the order is complete, your payout will be processed, and you can soon redeem it in cash or Gestuz online voucher credit depending on your choice.

You can choose to get your Payout in cash or Gestuz PRE.LOVED online voucher credit to use on the official Gestuz webshop. The current Payout Values in cash and voucher credit will be visible for sellers when receiving an order request. No item is sold before a seller has accepted an order request and chosen a payout method, knowing the current payout values.

Transparent pricing and service fees

If you choose to get your payout for a sold item in Gestuz PRE.LOVED online voucher credit, it can be used for purchases directly on the Gestuz webshop. Currently, the store credit cannot be used to shop on the Gestuz PRE.LOVED Shop or in physical Gestuz stores.

When you have accepted an order request, we will email you a shipping label/code to use for your shipment. You must use the provided shipping label/code and make sure it is scanned when you drop it off in a parcel shop. When the shipment is scanned, we will send an email with the tracking information to you as well as to the buyer. The buyer's payment is secured before the order request is sent to you. Your payout will be issued when the item has been received and accepted by the buyer.

When the item is delivered, the buyer has 48 hours to make a claim. If no claim has been made within the 48-hour time frame, it is payday, and we will process your payout!

If a buyer makes a claim regarding an order, we will start an investigation and ask the buyer to upload details and photos to justify their return request. Our team will review the individual case and make a conclusion to:

a) cancel the order.

b) complete the order.

If you have misrepresented the item and it does not live up to the description or fails to meet our acceptance standards, you will not get your payout, and the item will be returned to you at your own expense.

If you have a Gestuz item that you are ready to let go of but need help reviewing its condition and whether it meets the acceptance standards and eligibility criteria of the Gestuz PRE.LOVED Service, we are here to help!

Send us an email with an image or a video of the item you want to sell and describe your concerns. Please send as many details about the item as possible (e.g. the product name/ID, size, color, how many times it has been used/washed etc.). If needed, we will follow up with further questions, so you can feel safe listing it for resale.

Reach out whenever you are in doubt! We are happy to help and will provide the answers you need!

Even though trade flows on the Gestuz PRE.LOVED Service are anonymous, we do monitor sales records of individual sellers to prevent any attempt to misuse the service. In the event that a seller fails to ship sold items, ships counterfeit items or misrepresented items repeatedly, the seller's account will be permanently closed.

We take the safety of buyers very seriously and have zero tolerance towards abuse!

We use Stripe as our payment provider. In order to make payouts it's mandatory by regulation to handle information on your identity and bank account in a way that lives up to certain law and security requirements. This is done safely and on the server-side of Stripe, acting as the financial institution.

Stripe requires your full name and address as well as proof of residence together with your IBAN account in order to make Payouts. You will state these the first time you complete an order request, and if you fail to do so the order will be cancelled.

Note. Payouts usually takes up to 5 banking days from the day the Buyer accepted the received order.

Altering your bank information, e.g. in the event of a new account, is easy.

1. Simply login to your Gestuz PRE.LOVED account (Me) and go to the Account Settings - Bank Information
2. Click the link "Continued ApS partners with Stripe for secure payments and financial services. Visit Continued on Stripe to add, edit or complete your mandatory payout information." 
3. Follow the instructions on Stripe and click "Save"
4. You will hereafter be redirected back to your Account Settings and have updated your bank information.

If a Gestuz item that you love is not available for resale on the Gestuz PRE.LOVED Shop, you can use the Watchlist feature to stay alert and get updates when it is up for grabs. The Watchlist is part of your trade-kit that allows you to be notified whenever we have a match for you. The Watchlist matches buyers and sellers and is a tool for you to never miss out!

If you are interested in special Gestuz items but not quite ready to commit or unable to get hold of them, you can add them to your Watchlist while making up your mind and searching.

You can add as many items to your Watchlist as you please. You are not committed to buying items on your Watchlist but must remember that other people are much likely searching for them too.

Use the Watchlist to be sure to catch the items you dream of before anybody else!

• Add an item: You can add an item to your Watchlist by clicking on the heart symbol on the top right corner of a product image.
• Add search results: You can add multiple items to your Watchlist by clicking on the "+ Watchlist" button on the "Shop" and "Watch" overview pages.
• View your Watchlist: Go to "Me" and select the "Watchlist" tab.
• Remove an item: Simply click the "Remove" link below each item and select "Confirm".

Yes. You will receive notifications about items on your Watchlist by default. For example, you will get an email alert every time a hitherto unavailable item from your Watchlist is listed.

Login to your Gestuz PRE.LOVED account.

In the "Orders" tab click the "Claim" link next to the item in question.

You will receive a confirmation email (the timestamp is used to check if you notified us within the 48-hour time frame).

Follow the email instructions to specify why the item you have received does not meet our requirements or has been misrepresented by the seller.

Please describe the specific issue(s) you are reporting and take time to include images of the item. We encourage you to include a handwritten note with your name, the date and the word Gestuz PRE.LOVED on all provided images to validate the documentation and help us resolve the issue.

You and the seller will receive an email notification about the claim. We will investigate the individual claim and update both parties when a conclusion has been made. Depending on the outcome, the order will be canceled or completed. If the order is canceled, you will get a refund and a pre-paid shipping label to return the item to the seller. If the order is completed, the payout will be transferred to the seller, and you will have to keep the item.

Tip! If your claim does not lead to an order cancelation/refund, you may re-list the item to find a new buyer.

Misrepresentation means that the item does not match its description or is not maintained in a "well-kept" condition. Here are a few misrepresentation examples:

1. You ordered a dress but received a jacket (wrong type of product).
2. You ordered a size S but received a size M (wrong size).
3. You ordered a yellow sweater but received a black sweater (wrong color/variant).
4. You did not receive a Gestuz item.
5. The item you received smells bad, is dirty or has broken/missing parts.

Please note that product descriptions and images used on Gestuz PRE.LOVED are auto-filled and used for design and style reference purposes. All available items are secondhand products and may be pre-used.

If we receive a claim, we will ask the buyer to describe and document the issue verbally and visually. Our team will investigate the individual claim and make a fair conclusion that is aligned with our product requirements and acceptance standards.

Our team will review the individual case and make a conclusion to:

a) cancel the order.

b) complete the order.

It is not possible to coordinate a partial refund if a buyer makes a claim but prefers to keep the misrepresented item.

If a seller has misrepresented a sold item, e.g. by failing to describe it correctly, the seller will not receive the Payout, and the item will be returned at the seller's expense.

If a sold item has been misrepresented, the buyer will get a refund corresponding to the price paid for the item. The refund will be processed when the seller has paid the shipping fee for the return, and the item has been returned.

When an order is delivered, the buyer has 48 hours to make a claim and request a refund. If the buyer fails to make a claim within 48 hours of delivery, the order will automatically be completed, and the buyer can no longer withdraw from the purchase.

Once you have received your item, you should inspect it carefully to make sure it is well-kept and as described. If everything is good, accept the order. If you are in doubt or have received a misrepresented item, please contact our Gestuz PRE.LOVED customer support as soon as possible and no longer than 48 hours after delivery. If you fail to reach out within 48 hours, you lose your right to make a claim, return the order and get a refund.

All sales are final and returns are not accepted. If you regret your purchase or are unhappy with the item you have received, you can re-list the item for sale using the Gestuz PRE.LOVED Service.

In the event that a seller has misrepresented an item you have purchased, you have 48 hours to notify us and request a refund. The 48-hour time period starts when you have received the item.

There is no standard return right period when using the Gestuz PRE.LOVED Service. All sales are final, and it is not possible to cancel a purchase unless the received item has been misrepresented by the seller and does not match the description or meet our product requirements and acceptance standards.

When receiving an order, you have 48 hours to make a claim and request a refund. While you are always welcome to contact our customer support, a refund can only be processed if the item has been misrepresented and fails to meet our acceptance standards.

You must contact us within the 48-hour claim and return window. When the 48 hours have passed the payment will be issued to the seller, and the transaction cannot be withdrawn.

If you make a claim and we agree that the item has been misrepresented, we will email you a shipping label and ask you to return the item to the seller. You have 72 hours to ship the item. When that is done, you will get a refund of the price paid for the item.

When shopping at Gestuz PRE.LOVED, buyers are protected and will get a refund if a purchased item never ships or has been misrepresented by the seller.

Gestuz PRE.LOVED does not guarantee the following:

• The existence, quality or authenticity of the items advertised.
• The truth or accuracy of sellers’ content or listings.
• The ability of sellers to sell items and ship items within the required shipping windows.

If your item does not ship within 72 hours of purchase, your order will be canceled and you will receive a refund.

The seller bears the responsibility for the item until it is shipped and the provided shipping label/code has been scanned. When the shipping label/code is scanned, the responsibility goes on to the buyer and the chosen delivery service. This means that an item is considered delivered at the moment a seller drops off the item in a parcel shop and receives a hand in receipt for the delivery. From this point, the buyer and delivery service bear the risk of the item.

In the event that a parcel does not arrive, the buyer should contact the chosen delivery service to make a missing parcel inquiry. All Gestuz PRE.LOVED orders are insured and shipped with tracking numbers.

Continued and Gestuz are not responsible for the delivery of orders and cannot be held accountable for scanned shipments that get lost during transit.

If your item is damaged and does not arrive in a well-kept condition, you have 48 hours to request a refund. The time starts when you have received the order in a parcel shop or it has been delivered to your home address.

You can request a refund by contacting our customer support and describing the issue(s) in words and images. When you make a claim, you will receive an email with documentation instructions.

If we agree that the item has been misrepresented by the seller, we will email you a shipping label/code and ask you to return the item within 72 hours. When you have dropped off the return in a parcel shop and it has been delivered to the seller we will issue your refund. Make sure to return the item with the shipping label/code which is provided by us and get the shipment scanned when you hand it in.

We will issue your refund when you have returned the item and it has been received by the seller.

If you are awaiting a refund, please check the tracking status of your shipment to see if the shipping label/code has been scanned and the return has reached its destination. If the order has been delivered to the seller, please check the status of your billing/order with the third-party payment provider you used to complete the order. There is a great chance that the refund has already been issued and is currently being processed by your payment provider. This can take up to 10 business days.

You will receive a confirmation email as soon as we have processed your return.

If our customer support agrees with your claim, you will get a refund which corresponds to the cost you paid for the item. Shipping fees and other fees paid are your own responsibility and will not be refunded.

Shipping costs for returns are the seller's expense. You will receive a shipping label/code from Gestuz PRE.LOVED which must be used for the return. When receiving the return shipping label/code, you have 72 hours to drop off the item in a parcel shop.

Once the return shipment has been delivered to the seller, your refund will be processed. Please note that it can take up to 10 business days for the refund to show on your account.

You have 7 days to pick up an order when it has been delivered to a parcel shop.

If you fail to collect your order in the pickup window, the item will be returned to the seller, and the order will be canceled.

All shipping fees are the buyer's responsibility, meaning that the shipping fee paid for the delivery will not be refunded, and the shipping fee paid for the return will be deducted from the refund (i.e. the price paid during checkout).