Buy pre-loved items
All you need to know to safely and securely purchase items on Declutter. Don’t worry, your order is safe with us. You’ll get a refund if your item was not delivered or if it was delivered in a state which was not described by the seller.
Want to sell on Declutter?
Get up and running in just a few minutes. The process is easy: sign up, add your items and simply wait for your first sale. Package and ship the items, and get paid as soon as the buyer confirms everything is ok.
Your safety is our priority!
That’s why we use Stripe, a globally established and trusted company, to handle all payment transactions, ensuring the highest levels of security and protection for your financial information.
If you’ve found an item and you’re ready to check out, here’s how:
- Select your item > Tap on the Add to cart button
- Ready to checkout? Go to your cart
- Hit Checkout
- Fill in or review your Shipping details
- Add your Payment details and place order
- Congratulations! You’ve checked out.
- We’ll email you a receipt for your purchase and you can review your activity on your profile
- We’ll notify your seller with a sales receipt for your purchase
- The sales receipt will include the delivery address you added
- Your seller will organise packaging and shipping for your item
- Feel free to contact your seller to ask for any updates
- Your item should be delivered after 7-10 working days.
- Once you’ve received your item, you can update your seller and leave a review
Your first step is to contact the seller to get some more information on your purchase and it’s shipment:
- Start a conversation – Go to your account > Orders
- Click on “Send Message”
- Ask the seller for proof of shipment
- If you try the above but haven’t heard back or have been waiting over 10 days, you can report this directly on the site.
If after 10 days you still haven’t received your order you can raise a dispute.
At this point, the Declutter team will step in to assess the legitimacy of the dispute and determine whether to issue a refund to the buyer.
Important to note that if payment was made out of Declutter, we do not offer any protection as that is against our rules. We’ll need you to report this to us so we can take action against the Seller, and help keep our community a safe place to buy and sell, but we may not be able to help you recover your payment.
If you’ve purchased an item that isn’t as advertised then you can open a dispute. Please note to receive a refund the item must be significantly not as described.
Remember to:
- Keep your item/s, we may have to arrange a return so you’ll need your item/s to receive your refund
- Take detailed photos of any item flaws, this will help us to investigate
- Document any items you received
- Return your purchase
- Keep your proof of shipping receipt so we can refund you for the return costs
An item being ‘significantly not as described‘ means that the item that has been received is significantly different compared to the photos or description in the listing.
It’s the seller’s responsibility to ensure that the description and photos accurately reflect the item.
If you’ve received an item that isn’t as described or for any other issues: You should open a dispute.
To open a dispute, go to your Orders, click on the order details, and “Raise a dispute”.
If a dispute is escalated to Declutter or a case is opened, Declutter will make a good-faith attempt to assist in resolving the dispute, based solely on the interpretation of Declutter’s Policies, at its sole discretion. Declutter will not make judgments regarding legal issues or claims. Users must adhere to all timelines set by Declutter during the dispute resolution process. It should be noted that Declutter is not obligated to resolve any disputes. However, sellers agree that Declutter may resolve a dispute or case on their behalf, which may include issuing a refund to the buyer and recouping funds from their connected Stripe account.
What does this cover?
Here are some examples of item issues that would be covered by the term significantly not as described:
- Incorrect sizes
- Wrong colours
- Counterfeit items
- Severe damage to the item
- Major wear or flaws which were not detailed on the listing
- Incorrect item/s
- Missing items in bundles
What isn’t covered?
- Smells
- Minor damage on second hand or vintage items
- Material looks different than it did in the images
- Doesn’t fit or doesn’t look right
- Items purchased outside of the Declutter
Private sellers are not required to offer refunds. You, therefore, have two options:
- Contact the seller first to explain the situation and ask them for a refund.
- Unable to return the item? Consider reselling the item
After you purchase an item on Declutter, your seller will arrange to ship your item
- Your seller will package and ship your item to the address you added to the order. If there are any errors with this, let your seller know so they can refund you or update your shipping details
- Once your item is on the way, they will mark your item as shipped
- When your item is delivered, you can let your seller know and leave feedback on your purchase
Don’t forget, you can always message the seller for updates and information throughout the purchase.
- Create an account
- Add your phone to verify your account
- Add the verification code we’ll send to your phone
- Sign up to create your account
- Add your payment method > My account > Payment methods
Verifying your phone number helps us confirm your identity and secure your account. This step helps us to know you’re a real person who won’t commit fraud, in our marketplace.
Declutter will keep your phone number stored securely. Your number will never be displayed publicly and will not be passed on to third parties.
To further enhance your store, add a banner to your store settings (from your Vendor dashboard).
Click here for a step-by-step guide on how to become a seller.
At Declutter, we prioritize the security of our users’ transactions. For this reason, we exclusively accept payments through Stripe, a trusted and secure payment processing platform. By utilizing Stripe, we ensure that all transactions on our platform are protected and adhere to the highest security standards. Rest assured, your payment information is handled with the utmost care and confidentiality.
At Declutter, we prioritize the security and trust of our users above all else. We exclusively utilize Stripe as our payment gateway for several reasons:
1. Security:
Stripe is renowned for its robust security measures, ensuring that all transactions conducted through our platform are safe and protected. Their advanced encryption technology safeguards sensitive payment information, reducing the risk of fraud and unauthorized access.
2. Fraud Detection:
Stripe employs sophisticated algorithms and machine learning techniques to detect and prevent fraudulent activities in real time. By leveraging these capabilities, we can significantly mitigate the chances of fraudulent transactions occurring within our marketplace, safeguarding both buyers and sellers.
3. Compliance:
Stripe adheres to stringent regulatory standards and compliance requirements, providing assurance that our payment processing operations align with industry best practices and legal obligations. This commitment to compliance instills confidence in our users and fosters a transparent and trustworthy marketplace environment.
4. Seamless Integration:
Integrating with Stripe offers a seamless payment experience for our users. Its intuitive interface and comprehensive documentation, simplify the implementation process, enabling us to offer a frictionless payment solution that enhances user satisfaction and engagement.
Adding your payment method is a straightforward process. Follow these steps to ensure a smooth setup:
- Log in to your account: Start by logging in to your account using your credentials. If you don’t have an account yet, you’ll need to sign up first.
- Access your vendor dashboard: Once logged in, navigate to your vendor dashboard. This is where you can manage various aspects of your account, including wallet setup.
- Add your payment method: Click on “Payment Method”, click on “Add payment method” and select “Direct to Stripe”.
- Click on Connect with Stripe: This will redirect you to log in to your Stripe account or to create a new Stripe account. At this point, you’ll be prompted to add certain personal details. This includes:
- Adding your email and creating a password
- Set up two-step authentication (this is essential to ensure security when using the platform)
- Business location: Malta
- Type of Business: Sole proprietor
- Enter your details according to your legal identification document.
- Name
- Date of birth
- Home address
- Phone number
- Industry: Clothing and accessories / Retail
- Website: URL of your store on Declutter
- Description: You can add “Store on marketplace Declutter”
- Add the account details of where you would like your payments to go
- Add a statement descriptor (e.g., your store name) and a shortened version of your descriptor.
- Review your details and submit
By following these steps, you’ll have successfully set up your wallet and completed the necessary KYC procedures, ensuring a secure and reliable payment experience.
If you encounter any issues during this process, feel free to reach out to our support team for assistance.
Click here for more details on how to link your account to Stripe.
- Sign in to your account
- Go to your “Vendor Dashboard“
- Click on Products > Add new product
- Upload the photos of the item you wish to sell – it is important to show any defects/flaws clearly in your photos
- Give your listing a title, add the price and write a description – take your time to carefully describe the item, including size, colour, and any defects/flaws.
- Add Categories to your listing (e.g., All, Shoes, Sizes, Colours, etc.)
- Add Tags to your listing (e.g., Summer, cotton, etc.) – ags are descriptive labels that help categorize products. Examples include “Party”, “Cotton”, “Summer”, etc.
- Add Product
- Start selling.
Click here for a full guide on how to upload an item to sell.
- Package your item. Place your item in a box or shipping envelope, available at office supply stores or directly from Malta Post. Be sure to package your items well to avoid any damage.
- Message your buyer. Keep your buyer up to date and let them know when you plan to ship
- Ship within 5-7 days using tracked delivery. We recommend you use tracked shipping as untracked parcels aren’t protected under Declutter Seller Protection
- Mark your item as shipped and message your buyer to let them know that you’ve shipped their item and supply them with a tracking number
How to ship safely:
- Ship all of your items using tracked shipping
- Only send your items to the address supplied on the order
- Stay safe by shipping all of your items and avoiding meeting in person
- Take photos of your shipping receipts, showing address details and the date the item was shipped
- Keep note of your tracking number
- Hang on to your proof of shipping until the sale is complete
Right away! With Declutter Payments your money is guaranteed as soon as the sale is made. It will remain safe in your Declutter Balance until it is paid out to you.
- Reach out to your shipping provider for an update
- Contact your buyer to keep them in the loop
- Send proof of shipping and proof the parcel was not received within 15 days
- Request a refund from the shipping provider
- Declutter will refund the Declutter fee if you have to refund the buyer
Be sure to:
- Use tracked shipping to ensure you are fully protected
- Keep a photo of your proof of shipping to resolve any possible issues
In order to receive your Payout you’ll need to ensure you have linked a valid bank account.
Payment will be received once the Buyer confirms the item was received.
‘Payment on hold’ means the buyer has raised an issue with this purchase. Your funds are being held until that issue is resolved.
Make sure to provide the buyer with a tracking number so they can follow the delivery updates directly.
If a resolution cannot be solved between the Buyer and Seller the buyer should “Raise a Dispute”.
If a dispute is escalated to Declutter or a case is opened, Declutter will make a good-faith attempt to assist in resolving the dispute, based solely on the interpretation of Declutter’s Policies, at its sole discretion. Declutter will not make judgments regarding legal issues or claims. It should be noted that Declutter is not obligated to resolve any disputes. However, sellers agree that Declutter may resolve a dispute or case on their behalf, which may include issuing a refund to the buyer and recouping funds from their connected Stripe account.
If you sent the order without tracked shipping you won’t be covered by Declutter’s Seller Protection policy. The buyer would be eligible for a refund if they haven’t received the item and opened a dispute that wasn’t resolved.
If the buyer claims that the item is not as described, they can initiate a dispute resolution process. To be eligible for a refund, the purchased item must be significantly different from its advertised description.
Only Declutter admin can issue refunds.
| Items that do not comply with applicable laws. |
| Items that would infringe intellectual property rights of their holders’. |
| Counterfeit items. |
| Samples, testers or promotional items which you received for free (including the items from the ‘Beauty Boxes’). |
| Prescription products, medications, professional medical supplies, vitamins, food supplements and any other health-related products. |
| Food and drinks of any kind. |
| Drugs, drug paraphernalia, tobacco products such as cigarettes, cigars, pipes, e-cigarettes, vapes, or other vaporizing instruments and accessories. |
| Firearms and weapons. |
| Armed Forces, police or other emergency services’ official uniforms, badges, accessories or any other type of object. International humanitarian aid emblems and names, individually or within the clothing. |
| Nazi or fascist uniforms and accessories. |
| Items that promote or display violence, discrimination, hatred, crime, terrorism and terrorism organizations, pornography and child pornography. |
| Autographed items (or similar items) without a trusted certificate of authenticity. |
| Video games that feature loot boxes. |
| Recalled products. |
For more information please review our prohibited items and activities page here.
Contact the seller immediately and provide them with your correct address.
You will need to discuss this with the seller to see whether this is possible.
Your privacy and data security are of utmost importance to us. We strictly adhere to industry-leading standards and protocols to safeguard your information. Any personal data collected during your interaction with our platform is treated with the utmost confidentiality and used only for the intended purposes, such as processing transactions, providing customer support, and improving our services.