FAQs for private sellers


LISTING


Is there a fee for listing or selling an item?

Listing an item for sale is absolutely free!

When you sell an item on Sprout + Shed, the total cost of the item will be deposited automatically into your PayPal account minus the 10% transaction fee paid to Sprout + Shed and a small PayPal processing fee (currently 3.4% + 20p). This means no invoices and everything that goes into your PayPal account is yours to keep!


An example:

If you are selling an item for £20 including shipping:

Sprout + Shed fee -£2

Small PayPal processing fee-About 88p

You keep-£17.12. This goes straight into your PayPal account.



How do I list an item?

We try to ensure this process is as quick and simple for both buyers and sellers so please follow Sprout & Shed’s guidelines for selling an item:


DESCRIPTION

This should be as accurate and clear as possible. Assign your product to the correct category and sub-category and use all of the drop-down menus such as brand and size to help buyers find your items more easily


PHOTOS

Include multiple close up photos of your item taken on a white background or styled on a hanger, including any of defects or faults if applicable. As Sprout + Shed sells branded items only, it’s always helpful to include a photo of the label.

It is your responsibility to submit original images that accurately show the condition of the item. Stock images from the website where the product was bought should never be used.


CONDITION

Describe the condition of your item using our 1-5 rating system

1-Brand New With Tags/Packaging. Never washed, worn or used and still has tag on it

2-Brand New Without Tags/Packaging. Never washed, worn or used but doesn’t have a tag on it.

3- Excellent used condition. Washed and possibly worn or gently used but has very little signs of wear.

4-Good used condition. Washed and worn with some wash wear or minor flaws/Used with some minor scratches/marks

5-Used condition: May have wash wear, pulling, holes, scratches, damage but still in usable condition.


RETURNS/REFUNDS

You should state what you offer in terms of returns and refunds. This can be as simple as 'No returns/refunds'. Returns & refunds do not need to be offered for pre-owned items.


How much should I charge for my item?

Some items and prints are always more in demand than others and therefore command higher prices. However, for most items we suggest:

Up to of 80% of the original sale price for items which are brand new with or without tags and packaging, 60% of the original price if the item is in excellent used condition, 40% of the original price if the item is in good used condition, 30% of the original price if the item is in used condition.



POSTAGE & DELIVERY


How much is delivery?

We ask you to include your delivery fee in the total cost of the item. Here is some useful guideline to help you work out your shipping costs: http://www.royalmail.com/price-finder

We find it helpful to use kitchen or bathroom scales to give us an idea of weight.



Can I use standard post or do I need to use a tracked service?

If you post the item with tracking, your courier e.g. Royal Mail will step in if the parcel goes missing. If you don’t use the tracked service and the parcel doesn’t arrive, then you as a seller will need to refund the full amount to the buyer. Please contact the post office to make a claim and keep the buyer informed at all stages of the process.

To ensure customer satisfaction, we ask sellers to ship an item within 5 days of receiving an order.



How do I find the buyers postage details?

An email will be sent to your account when an order has been placed with the postage details to send your parcel to.



Local collection:

For larger items that it’s not feasible to post, you can also specify ‘collection only’ and the buyer will need to collect the item in person. Please note that all payments will still need to go through the siteand PayPal for your protection.



Seller profile

You don’t need to write anything in your seller profile but it’s a great way for your customers to find out a bit more about you and the type of products that you are selling. You can use this section to write your exchange, refund and delivery policies.



What happens if I'm away on holiday and can't manage my orders for a few weeks?

If you go away and can't manage your orders during this time, simply disable your products until you return home. This won't delete any information and will save the information until you activate them again. Buyers won't be able to view or order your products whilst they are disabled.


FAQs for customers

How do I get started?

Easy! Simply click the account icon and register for a new account by inputting some basic information.



How do I pay for items?

Please set up a PayPal account. This is a super quick and safe method of sending money to sellers and has inbuilt payment protection policy which covers eligible purchases if they don’t show up or match their description. Payment takes seconds as only a username and password are needed and no card details are necessary. PayPal doesn’t share your sensitive financial details with sellers and the PayPal Buyer Protection covers your purchases should they not turn up or match their description.



Is the Sprout + Shed website safe?

We are SSL protected so all of your data is encrypted to protect your transactions.



How much is delivery and how long does it take?

Delivery is absolutely free on everything! Unless stated otherwise, sellers ship items within 5 days of receiving an order. *

*Delivery and dispatch times may vary for some retail sellers if their products require customisation so please check on the seller profile page before ordering. If you require more information about delivery for a product please get in touch with the seller directly via the ‘contact seller’ button on the product page.



What about collection only items?

Some sellers may choose to list items as collection only, particularly if they are large. Please ensure you still pay for the item through Sprout + Shed and PayPal. This is listed as part of the terms and conditions and is there to protect you in the event of something going wrong.



What happens if my item is delayed?

Buyer-If your item hasn’t arrived, you should email the seller directly. If the problem is not resolved and you paid by PayPal then visit their dispute resolution centre: https://www.paypal.com/uk/webapps/mpp/first-disput...



How can I get a refund?

As part of listing an item and on their seller profiles, both private sellers and retail vendors should state what they offer in terms of refunds and exchanges. If you cannot see this information, please ask the seller directly.



Buying from retail sellers only:

Unless otherwise specified and for most items, all retail sellers will allow you 14 days to contact them if you want to cancel the order or exchange the product. This cancellation period expires 14 days after you place your order. This applies to cancellable goods only.



What goods are not eligible for returns?

There are a number of products that are neither refundable or cancellable. These include:

  • · Products which are personalised or made to your specific requirements or can’t be resold because of the products bespoke nature.
  • Perishable products such as food or flowers.
  • Cosmetic products, hair accessories, underwear, swimwear, bibs and teething accessories for hygiene reasons.
  • Personal items which have a hygiene seal that has been broken.

If you are unsure whether a product falls under these categories, then please contact the seller before making a purchase.



How do I make a return to retail sellers?

To cancel or exchange your order, please contact the seller you ordered the product from and let them know that you wish to make a return. Follow their instructions. If you email us about an order, we’ll first ask you to attempt to contact the seller.

Please package it back up in its original packaging and send it back directly to the seller within 14 days of placing your order. We recommend that you use a signed for delivery service with proof of postage. You as a seller are responsible for postage costs unless the product is faulty. Please do not throw away faulty items before contacting the seller as this may affect your refund right. The seller details can be found on the confirmation email that you receive.

Please ensure that the item is unused, in the same condition that you received it and is in its original packaging. You as a buyer are liable for any diminished value of the product by way of handling, in any other way other than that which is necessary for establishing the nature of the product. This includes any handling of the product whilst it is being shipped.



The item I have bought is not as the seller described-what shall I do?

If the item is not received as it was described, both private and retail sellers are required to issue a full refund. If this is disputed, please contact the PayPal resolution centre.



How do I contact a seller?

If you are trying to contact a seller prior to purchasing, press the ‘Contact Seller’ button at the bottom of the product and send them your query.

If you are trying to contact a seller after a sale has been completed e.g. to query delivery or arrange pick up, please use their email address on the order email sent to you.



How do I leave a review

Please leave a review after buying an item. This helps sellers to build up a positive reputation and guides other buyers. Reviews can be left on a seller’s profile.



How do I deactivate my account

Please email us at [email protected] shed.co.uk from your registered email account giving a reason so we can continually try and improve our service. We will delete your account and inform you as soon as this process is complete.



How do I protect myself from online scammers?

Sprout+ Shed is full of lovely genuine parents and independent brands making it a safe and fun parent marketplace but occasionally a few bad apples slip through the net. Read reviews and trust your instincts! If something seems too good to be true, then chances are it is. Please contact us at [email protected] if you become suspicious of the activity of any other users on the site.