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.
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?
You can arrange collection directly with the buyer, or use our integrated delivery partner, DPD. If delivery is selected, you are responsible for packaging and sending the item using the generated shipping label. You should aim to dispatch the item within 2 days of the order being confirmed, either by dropping it off at a DPD location or arranging a DPD collection yourself.
Once the item has been sent, you must 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' on the order page to complete the order.
Items must be suitable for parcel delivery and meet DPD’s size and weight limits: a maximum weight of 20kg, and the longest side plus the next-longest side must not exceed 120cm.
+Is my delivery insured?
Yes - all deliveries include cover up to £125.
For higher-value items, you can choose to add extra delivery protection for an additional £15, which increases cover to up to £500 during delivery. This option is available on eligible items and can be selected when listing.
Extra delivery protection is optional and provides added peace of mind if something goes wrong in transit.
+When do I get paid?
Once the item has been marked as received by the buyer, payment is released to your connected account.