Is the Marketplace fee refundable?
If your item is refunded, you will receive a full refund of the Marketplace fee as well.
What payment methods are accepted?
We accept a wide range of payment methods through our partnership with Stripe, which includes nearly all major payment services. You can pay using credit and debit cards (such as Visa, Mastercard, and American Express), as well as popular digital wallets like Apple Pay, Google Pay, and PayPal. Additionally, Stripe supports various local payment options depending on your region, ensuring a smooth and secure transaction process.
How do I request a return/refund?
Buyers must initiate a return request within 14 days of receiving the item. To request a return, submit a dispute in our Dispute Center of the app. We will review the situation to find a resolution for you. Alternatively, contact us directly via the following email, attaching all relevant information in your message: hello@ragpiq.com
How do I track my order once it has been shipped?
If you're a buyer, tracking your order is simple. Head to your bag, and in the top right corner, you'll see a parcel icon where all your purchased items are listed. Find the item currently in transit and click "Track Item" to be redirected to the tracking page for detailed information. Additionally, our app provides rough live updates on your order's status.
For sellers, the process is similar. Go to your wardrobe tab and click on the notification icon. Then, navigate to the "In Transit" tab to view all the orders you've shipped out, where you can track each item directly.
I haven't received my item.
Purchases made through Ragpiq are covered by Buyer Protection. If you don't receive your item, we will help you get a full refund.
If you haven't already, follow these steps:
- Start a conversation — Message the seller to ask for an update.
- Check the tracking number — Look at your receipt to see the status of your order or ask the seller for proof of shipment.
If you've tried these steps but haven't heard back or have been waiting over 5 days, you can report the issue in-app. To be eligible for Buyer Protection, you must report this within 14 days, so please get in touch as soon as possible.
We believe it's fair to give sellers 5 days to pack and ship your item before we intervene.
After I buy an item, how long does it take for it to arrive?
This depends on whether your item was purchased from the seller's home or their Virtual Wardrobe.
Virtual Wardrobe items: These purchases transact instantly, since they represent a digitalized asset of that piece of clothing. This means once you purchase an item, it will appear within your wardrobe ready to sell once again. Note that after purchasing, you must push your item to live in order to make your product eligible for instant purchasing.
Self-listed items: All items purchased from a seller's home undergo regular shipment via Sendle. You can track this order in the message tab of our app. This is all dependent on the seller's location to you.
What are our marketplace fees?
Ragpiq's business model strives to empower sellers. We don't place any fee on the seller, since the effort in resale is already costly enough as it is. Instead, Ragpiq includes a 5% buyers protection fee that is included in the final price of a transaction. The fee includes 5% of the item's purchase price, excluding taxes and shipping costs. The exact fee will be displayed during the checkout process.
What is a buyer's protection fee?
The Ragpiq Buyer Protection Fee is a mandatory charge applied to all purchases on the platform to help ensure a safe and secure transaction process. This fee includes protection in case of issues with your order, such as non-delivery, damaged items, or if the item received is not as described. It also covers customer support services provided by Ragpiq. The fee is calculated based on a percentage of the item price plus a fixed amount and is clearly displayed at checkout.
Are there any shipping fees, and how are they calculated?
Yes, there are shipping fees, and they are calculated in real-time through our logistics partners. Our courier service offers door-to-door delivery for parcels, ensuring a smooth and reliable shipping process. The shipping fees are determined based on factors such as the size and weight of the package, as well as the delivery destination. Our system integrates with Sendle to provide you with accurate shipping costs at checkout, ensuring you only pay for what you need.
How do we detect counterfeit/fake items?
At Ragpiq, we take the authenticity of our products seriously:
Professional and Digital Screening: All clothing items undergo a rigorous professional and digital screening process at our store's HQ. Our team uses advanced techniques and tools to identify counterfeit items.
High-End Item Authentication: For high-end items, we offer an official authentication checkmark through our partnered business. This service provides expert verification, ensuring that your high-value purchases are authentic.
Counterfeit Policy: If an item is determined to be fake, the account responsible will receive a strike. After three strikes, the account will be permanently banned from our platform.
My purchased item is not as described
If your item is significantly different from the description, submit a dispute in our "Dispute Center" of the app. We will review the situation to find a resolution for you.
Please provide photos of the items you received so we can handle the dispute. If we verify that the items are incomplete or significantly different from the description, we will facilitate a return, partial refund, or other resolution with the seller, at our discretion, in accordance with our Terms of Service.
Remember to keep your proof of shipping receipt so we can refund your return costs and process the refund for the item once it is delivered back to the seller.
Can I cancel my order after it has been placed?
Yes! Ragpiq offers the flexibility to cancel an order right up to the point of dispatch. To cancel an order, head to purchases in your mobile app, and select "Cancel Order" on your item. This will bring you to a confirmation page.