FOR BUYERS
Frequently asked questions
Everything you need to know before buying on WEARBY.
What is WEARBY?
WEARBY is a curated digital marketplace owned and operated by WEARBY DIGITAL SERVICES S.L. where verified creators, performers, and athletes sell authentic personal items directly to their audience.
Are the items authentic?
Yes. Each seller undergoes manual verification by WEARBY DIGITAL SERVICES S.L. before gaining listing privileges. Every listing is strictly reviewed, and items are shipped directly by the seller. To fully protect buyers, transaction funds are held securely in escrow and are only released to the seller if no critical dispute or counter-evidence is filed within forty-eight (48) hours of delivery tracking confirmation.
How does the purchase process work?
You browse verified creators, select an exclusive item, complete the checkout sequence securely, and the seller dispatches the item directly to your specified address.
Who ships the item?
Items are packed and shipped directly by the seller. WEARBY DIGITAL SERVICES S.L. provides the automated shipping label and processes the financial transaction securely through the integrated platform architecture.
Are payments secure?
Yes. All transactions are securely routed and processed through integrated Stripe Connect pathways. WEARBY DIGITAL SERVICES S.L. does not harvest, process, or store your credit card numbers or sensitive financial data.
Do you offer returns?
No. Because WEARBY is an intermediation platform facilitating peer-to-peer (C2C) sales of unique, single-inventory, one-of-one personal assets from individual private sellers, all transactions are legally final. Under applicable consumer protection statutes for private peer sales, the standard right of withdrawal (derecho de desistimiento) does not apply. We enforce an absolute zero-return, zero-exchange, and zero-cancellation policy for sizing issues, personal preference shifts, or change of mind. Please review listings, photos, and measurements carefully before purchasing. If a critical misrepresentation occurs (e.g., the wrong physical item is received), an official dispute must be logged within 48 hours of delivery.
How long does shipping take?
Shipping times depend on the seller's logistics location and your destination address. Delivery timeframes shown on the platform interface are non-binding estimates provided by third-party logistics carriers.
Do you ship internationally?
Yes. Sellers can dispatch items globally, subject to localized carrier coverage and international logistics options available during checkout.
Who pays for shipping?
Shipping fees are paid exclusively by the buyer. The exact cost is calculated automatically at checkout based on the destination address, the precise volumetric item weight category specified by the platform, and an operational adjustment fee to ensure secure logistics management.
Are customs duties or import taxes included?
No. Cross-border shipments may be subject to import duties, local customs clearance taxes, or administrative tariffs determined independently by local border authorities upon entry into the destination country. All customs compliance expenses and tariff costs are the exclusive, sole legal and financial responsibility of the buyer.
What happens if my package is lost or damaged during shipping?
If the carrier confirms your parcel was lost in transit, or it arrives visibly damaged, notify WEARBY within 48 hours of the carrier's confirmation or delivery. We freeze the escrow, gather evidence, and liaise directly with the carrier. If the loss or damage is confirmed to have occurred in transit and the seller properly packaged and dispatched the item, you receive a full refund and the seller is not penalized. If poor packaging is found to be the cause, the seller may be held responsible instead.
What condition are the items in?
All items come directly from the seller's personal wardrobe or collection. Sellers are strictly prohibited from listing commercial inventory or dropshipping goods. The specific pre-owned condition of each item is thoroughly detailed in its listing description.
Can I contact the seller directly?
All communication must occur strictly through platform-provided features. Any attempts to bypass the financial structure, complete transactions off-platform, or solicit private direct contact details will result in immediate permanent account termination.
What if there is an issue with my order?
If a critical issue occurs, you must file an official dispute within a strict, non-extendable window of 48 hours following delivery. WEARBY DIGITAL SERVICES S.L. will freeze the transaction escrow capital while our mediation team reviews the photographic evidence and arbitrates the case objectively.
Why is there only one item available?
Every listing represents a real, unique, one-of-one personal item owned and utilized by the creator. Once sold, it is permanently removed from the active marketplace pool.
How do I track my order?
Once the seller dispatches your item, you will automatically receive a transaction email containing a real-time carrier tracking link to monitor your shipment's progress.
Can I cancel my order?
Once an order is placed and payment authorization is processed, it cannot be canceled, as the one-of-one asset is instantly reserved. The only exceptions are the situations described under "What if there is an issue with my order?" and "What happens if my package is lost or damaged during shipping?" above. For a failed or duplicated payment charge, email support immediately at hello@wearby.co.
I added an item to my cart. Is it locked for me?
No. Placing an item in your cart does not guarantee purchase or isolate inventory. An exclusive technical reservation is strictly initiated only when you proceed into the active checkout interface, which triggers an automated 15-minute countdown reservation timer. If payment is not completed within this window, the item automatically returns to the active public marketplace.
Why is the sender's details on my package neutral?
To fully guarantee the personal safety, residential privacy, and digital security of our verified creators, athletes, and public figures, all logistics are governed by our Secure Delivery protocol. The automated shipping label strictly conceals the seller's private legal name and physical address, replacing them with a neutral corporate logistics transit identity.