Frequently Asked Questions
Whether you’re decluttering or decorating, we’re here to help. Browse the FAQs below to get started.
For Buyers
+How do I handle pick-up or delivery?
You can arrange collection directly with the seller, or use our integrated delivery partner, DPD. Sellers should aim to dispatch the item within 2 days of the order being confirmed.
When the item arrives, you confirm receipt by clicking 'I’ve received my order' on the order page to complete the order.
+How much does delivery cost and are there any other fees?
Delivery fees vary based on item size and weight. You’ll see the delivery cost clearly listed at checkout before confirming your purchase. Buyers don't pay any other fees.
+Can I return an item after buying?
As Refurnish is a second-hand marketplace, all sales are final unless the item arrives significantly different from its description. If this happens, we’ll step in to resolve it quickly.
+Am I protected when buying on Refurnish?
Yes - we hold payment securely until the item has been delivered to you. Sellers don’t get paid until after the item reaches you, giving you time to report any major issues. If the item arrives significantly different from its description, we’ll step in to help resolve it fairly.
Your payment is protected when you stay on-platform.
+What if something goes wrong with my order?
We’re here to help. If there’s a problem with your order or seller communication, you can contact our support team and we’ll step in where needed.
+What happens if I miss my van delivery?
If you're not available at the agreed time, please contact your driver as soon as possible. Depending on availability, our delivery partner may be able to reattempt delivery on the same day, though this may incur an additional fee.
If a reattempt isn't possible, the delivery will be marked as unsuccessful. In this case, the original delivery fee is non-refundable.
To avoid this, make sure your availability is accurate when submitting your delivery dates, and keep an eye on your tracking updates so you know when to expect your item.
For Sellers
+How do I list an item?
Once you create an account, just click 'Sell an item' at the top of the page to upload a few clear photos, add a title, description, price, and item dimensions. It only takes a few minutes and listings go live instantly.
+How much does it cost to sell?
It’s free to list. A service fee is taken from the final sale to help us keep the platform running.
+What can I sell on Refurnish?
You can list second-hand furniture and home decor in good condition - sofas, tables, chairs, lamps, mirrors, rugs, etc. No broken items, please.
+How do I handle pick-up or delivery?
Pickup
If pickup is selected, coordinate a date and time with the buyer directly via chat. Once the item has been handed over, confirm the handover by clicking 'I've delivered this order' on the order page.
DPD parcel delivery
If parcel delivery is selected, you are responsible for packaging and sending the item using the generated shipping label. Aim to dispatch within 2 days of the order being confirmed, either by dropping it off at a DPD location or arranging a DPD collection yourself. Items must meet DPD's size and weight limits - parcels must weigh under 20kg with no side longer than 100cm, and a total size (longest side + twice the width + twice the height) not exceeding 230cm.
Van delivery
If van delivery is selected, you don't need to arrange anything yourself. Once the order is confirmed, submit your available dates via the order confirmation page. Our logistics partner will then reach out to agree on a collection date and time slot. Make sure the item is clean, accessible, and ready to go on the day - and that it can fit through all doors, gates, and entryways.
Once the item has been sent or collected, confirm dispatch by clicking 'I've delivered this order' on the order page. When the item arrives, the buyer confirms receipt by clicking 'I've received my order' to complete the order.
+Is my delivery insured?
Yes - all deliveries include DPD’s standard parcel protection, which provides cover for loss or damage up to £100 per parcel during transit.
This protection applies automatically to every delivery.
+When do I get paid?
Once the item has been marked as received by the buyer, payment is released to your connected account.