MOST FREQUENTLY ASKED QUESTIONS FOR OPEN AN ANTIQUES & VINTAGE SHOP ON 1SOLO.COM

WHAT ARE THE CRITERIA FOR OPEN MY SHOP IN VINTAGE MARKETPLACE 1SOLO.COM?

Your 1Solo Vintage Shop or Antiques on line Store must be a vintage/antiques/re-made boutique selling old fashion, furnitures, objects, books, music or other collectibles objects. Boutiques must be stocked with a minimum of 25 products on line. Shops must follow the 1Solo.com Antiques & Vintage Marketplace photography rules which require all products to be shot in high quality in all direction to good explain product characteristics. Quality shop imagery is really important to Vintage Marketplace so please take a look at our photography guide. Shops must provide excellent customer service at all times. Failure to do so could result in your shop being removed from the site.

DO I HAVE A CONTRACT WITH 1SOLO.COM VINTAGE & ANTIQUES ON LINE VINTAGE MARKETPLACE?

No, you pay monthly to maintain open your store in 1Solo.com Vintage on line shop, so you are not tied into any formal contract.

WHAT ARE THE FEES AND WHEN DO THEY COME OUT OF MY ACCOUNT?

Shops pay a % commission on items sold. This commission fee is depending on the type of subscription chosen (discover here the subscription options). Commission is collected instantly on receipt of payment using Stripe Split payment system. A record of the transaction will show on your monthly invoice but no further charge will be made (except for Stripe fees like: 1,5% + 0,25€ for EU cards or 2,5% + 0,25 € for UK cards – see Stripe Pricing here).

MOST FREQUENTLY ASKED QUESTIONS FOR SHOPPING ON LINE ON A VINTAGE SHOP ON 1SOLO.COM

WHERE IS MY ORDER?

We recommend you contact the store you bought from directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation, but the issue remains unresolved, forward your purchase confirmation email to customerservice@1Solo.com and we’ll take it from there.

THE STORE IS IGNORING ME… WHAT SHOULD I DO?

Ensure you have sent a message to the store by clicking on “Actions” then “Send Message” from the relevant order on your orders page. If you do not get a response within a reasonable amount of time then forward your purchase confirmation email to customerservice@1Solo.com outlining the issue and we can look into it for you.

ITEM WAS RETURNED AND THE VINTAGE SHOP SELLER HAS NOT PROCESSED THE REFUND

If the item was returned with a signed-for service then you are able to check it the item reached its destination, we advise that you double check this first. If the item has been delivered or you’re unable to check, please contact the Vintage Shop (seller) directly – by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up on the progress of your refund or exchange. If you don’t receive a response after a reasonable period of time then you can escalate the matter. The method of escalation will depend on the type of payment. If you have exhausted all methods of escalation, but the issue remains unresolved, forward your purchase confirmation email to customerservice@1Solo.com and we’ll take it from there.

PLEASE CLOSE MY ACCOUNT

In order to close your account please email customerservice@1Solo.com and provide us with your Vintage Marketplace account name or email address, we will then close your account and advise when it is done. IMPORTANT: If you run a boutique on 1Solo.com Antiques & on line Vintage Marketplace, please contact your Vintage Marketplace account manager first.

HOW DO I PURCHASE ITEMS?

To purchase click on the Add To Cart option of the item(s) that you want. The item(s) will then be added to your cart. You can either view your shopping cart or Pay Now. Items in My Shopping Cart are not reserved for you and are available for other people to buy so make sure you act fast if there’s something you really want. Items will not be reserved from stock until you have paid for them. If an item goes out of stock it will be shown as ‘item is currently unavailable’.

HOW DOES THE CURRENCY CONVERSION WORK?

All transactions on 1Solo.com are paid in EURO (€). Stripe (credit/debit card payments): Payments are welcomed in all major currencies. Currency conversion will be calculated by your bank or card issuer and a conversion fee may apply – your bank or card issuer will be able to clarify this for you.

I HAVE A PROBLEM WITH MY ORDER WITH A VINTAGE SHOP ON 1SOLO.COM

If you have contacted the STORE by clicking on “Actions” then “Send Message” from the relevant order on your orders page. If you have contacted the Vintage Shop (seller) and they have not responded to you within a reasonable time frame, check that they have not put their store on holiday mode as this would indicate that they are away. You can also to find out what to do if the Vintage Shop (seller) is ignoring you.

WHAT DO I DO IF I THINK AN ITEM IS COUNTERFEIT?

You have the ability to report every seller and store on the site. Use your power! Even if you’re just suspicious, it’s better to speak up and alert 1Solo.com Vintage Marketplace as we will investigate each claim. If you hit the report button on the product page you can send us a message highlighting your concerns. Alternatively, mail us a link or a tip to disputes@1Solo.com.

WHAT DO I DO IF I RECEIVE AN ITEM THAT I BELIEVE TO BE COUNTERFEIT?

If you have bought an item from a Vintage Shop (seller) on Vintage Marketplace and you believe it is a counterfeit, firstly contact the Vintage Shop (seller) to request a refund. If you do not receive a response or your money back from the seller, alert our compliance team, including your order number, to enable them to look into this further. 1Solo.com operates a zero tolerance policy towards counterfeit goods and will work to ensure you are not left out of pocket. As with any transaction, please use 1Solo.com Vintage Marketplace’s Feedback system to review the seller’s product and service for your transaction, but please don’t leave feedback until the transaction is complete.

FEEDBACK ON A VINTAGE SHOP ON 1SOLO.COM OR ON PRODUCTS

HOW DO I LEAVE FEEDBACK FOR AN ITEM I RECENTLY BOUGHT FROM A VINTAGE SHOP ON 1SOLO.COM?

Once your item has been shipped a ‘Review required’ prompt will show up in the My Account Dashboard area. Click through to leave either positive, neutral or negative feedback for the seller plus a comment. If you have a question for the seller please do not leave it in the feedback section, send them a message by clicking on the envelope icon on their store front or on any of their items for sale. If feedback left is unjust or left incorrectly we may remove it without further contact.

CAN I CHANGE MY FEEDBACK?

If you have left a review incorrectly, or a seller has rectified a problem, you can change your feedback once. You can change it by viewing the order details page or by visiting My Vintage Marketplace –> Reviews. Click on ‘reconsidered’ and change your feedback there.

REFUNDS & RETURNS

RETURNS

You may cancel an order from your account before it is shipped. Please note that if the item is made-to-measure you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet. If you receive an item and wish to return it for any reason you must inform the Seller in writing:

• Within 14 days of receiving the item.
• You may use the withdrawl form to let the Seller know if you wish to cancel your contract within 14 days of purchasing under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations. You can find a model cancellation form in the terms and conditions applicable to 1Solo Vintage & Antiques Marketplace customers.

The Vintage Shop Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (Bank Transfer, credit/debit card). Return postage is your responsibility and cost unless the item is incorrect or faulty, in which case the Seller will refund the return postage. If you cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements (i.e. made-to-measure or restored under your instructions).

The items you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the Seller.

HOW DO I RETURN AN ITEM FOR REFUND?

Customers are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.
Go to –> My Account –> Orders –> Purchases. In the ‘Actions’ drop down select ‘Request Refund’. Select a reason for the return and add in a message to the seller.Once confirmation has been received from the seller, proceed with returning the item.Items must be returned to the seller you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller. Do not send returns to Equy S.r.l. 1Solo.com Owner or use 1Solo.com’s freepost label. 1Solo Vintage Marketplace cannot recover items incorrectly sent to 1SOlo.com / Equy S.r.l.
The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (Bank Transfer, PayPal or credit/debit card). If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.
Please note that the seller may refuse a refund if the garment or the object as been made according to your precise measurements (i.e. made-to-measure or re-made for your measurements or restored under your indications.

FAULTY ITEMS FROM A ANTIQUES ON LINE SHOP ON 1SOLO.COM

Customers are entitled to return an item bought from a Vintage Shop on 1Solo.com within 14 days if it is different to how it was advertised by the Antiques on line seller and is unworn. If an item becomes faulty after wear, the customer is entitled to query a refund or exchange within 14 days of receiving an order. The customer must provide a detailed description of the fault together with photographic evidence and contact the seller immediately. Once the Antiques on line seller has reviewed this information and received the item back to their warehouse any decision to honour a refund is at their discretion and based on the evidence provided by the customer. To advise the Antiques on line seller of the faulty item go to –> My Account –> Orders –> Purchases. In the ‘Actions’ select ‘Request Refund’. Indicate ‘faulty’ as the reason for the return and add in a message to the Antiques on line seller with more details on why the item is faulty.

CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-MEASURE OR RESTORED / RE-MADE UNDER MY SPECIFICATION?

If a garment has been made and produced according to your exact measurements, or if a product was restored / re-made under your indications the seller is under no obligation to accept a return, however we recommend that you message the Antiques on line seller to discuss your individual case as some may be happy to offer a refund.

EXCHANGES

Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.

SHIPPING COSTS ON REFUNDS & EXCHANGES

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations any standard shipping charges that you have paid to receive your purchase will be included as part of your refund. When a customer has returned an item the Antiques on line seller can refund the item alone or the item and the shipping, the Antiques on line seller must advise the customer which of these options they will be refunding and how the original delivery fees will be sent.

WHAT SHOULD I DO IF AN ANTIQUES ON LINE SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?

If a Vintage Shop (seller) will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to customerservice@1Solo.com and we’ll take it from there.

HOW DO I CANCEL AN ORDER FROM A VINTAGE SHOP OPERATING ON 1SOLO.COM?

Go to My Account –> Purchases. Here you can see the status of your orders and you may cancel any order makes from a Vintage Shop on 1Solo.com before it has been shipped by the seller. You will only be able to Request a Refund for orders that have not yet been changed to shipped by the Antiques on line seller. When you cancel an order, you have to leave a message to let the seller know why. As good manners, we would recommend that the buyer notifies the seller of their cancellation as soon as possible.

WHAT HAPPENS WHEN I CANCEL A PURCHASE?

When you cancel an order the Antiques on line seller will be informed that you have cancelled the order so they know not to ship your item out. Once the Antiques on line seller approves the refund Stripe, PayPal or other systems will refund the money to the account you used to pay.

THE ANTIQUES ON LINE SELLER IS IGNORING ME

We recommend you contact the Boutique directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. Be sure to get in touch with the Antiques on lineseller at least once and ensure that you’ve allowed a reasonable amount of time for them to get back to you. If you are still waiting, then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to customerservice@1Solo.com and we’ll take it from there.

WHAT IS A DISPUTE?

A dispute occurs when a buyer and a seller can’t resolve a problem with a purchase directly between themselves. Disputes should be resolved through PayPal, who manage the solving of disputes and the resolution of transactions and finances.

HOW DO DISPUTES WORK?

Raising a dispute should be the absolute last resort. You should always try to solve your problems by communicating directly with the Store first. Disputes take some time and often require the buyer and seller to provide evidence of their role in the transaction and item delivery. You can find more information about PayPal disputes at the PayPal help center

HOW ARE DISPUTES RESOLVED?

Disputes are resolved by Stripe or via the 1Solo.com Vintage Marketplace – Antiques on line – Guarantee. Once they have been resolved, 1Solo.com the Vintage Marketplace will record the result. 1Solo.com may then take further action if deemed necessary, this can include payment reversal, or the suspension of selling or buying privileges.