UNTAGGED 

Frequently asked questions


General

What kind of items can I upload to UNTAGGED?

At Untagged we accept all kinds of clothing, from High Street brands to Vintage to Designer. All we ask is that your items are in good condition and of good quality. If there is minor damage such as a small stain or rip, please make sure you mention this in the item description and include a photo. At the moment we are only accepting women’s clothing, no shoes, accessories or underwear.

We reserve the right to reject any items if they do not meet our quality standards.


What does it cost to sell an item?

It’s completely free to sell an item. At Untagged we don’t charge any fees or commission for you to buy or sell clothes.


What does it cost to buy an item?

There is no cash price for the item itself, you pay for it with our Untagged token currency TT. To buy an item you need to have enough TT in your account. As the buyer, it is your responsibility to pay for postage, which you must pay to the seller (in money!). We suggest you use Paypal for this as you can then use their Resolution Centre should anything happen to your item in transit.


What are tokens?

Tokens are the internal currency we use on Untagged to buy and sell clothes. When you upload an item of clothing to sell, you sell it for tokens not money. When your item sells and you receive your tokens, you can use them to buy something else on the site. You can also earn tokens for completing missions in the game. It’s a circular system, which means you cannot cash out your tokens, but can only spend them on other pre-loved clothes on the app.


How much is 1TT worth?

TT have no external value.


Where is the search button?

At Untagged we want to make it easy for you to browse, which is why we select the items you see each day. We know how easy it can be to spend hours browsing on resale sites, and we want to take that pain away! In the future, you will be able to set your preferences so we can continually improve the selection of items we show you, to suit your tastes.


Why can I only see 10 items?

We want to make it easy for you to browse, which is why we choose a selection of items for you each day. We know how easy it can be to spend hours browsing on resale sites, and we want to take that pain away! In the future, you will be able to set your preferences so we can continually improve the selection of items we show you, to suit your tastes. As the app gets filled with more and more fabulous clothes, you will get more than 10 items to view each visit, so keep coming back!


How can I find an item I saw previously?

As the selection you see each day changes, it is really important you make quick decisions on what you see each day! If you save an item to your collection, you can come back to it later, but if you don’t, you might not see that item again!


How can I contact you?

Please email us at support@untaggedfashion.com and we will aim to get back to you within 48 hours.


Buying

How do I buy an item?

To buy an item, simply click on the ‘Buy Now’ button on the listing. You’ll then be taken to another screen where you will see the postage cost (that you, as the buyer, have to pay for, in real money). If you’re happy to progress, click the Purchase button, and you will then be able to contact the seller by email to arrange postage of your item.


How do I ask the seller a question about the item?

When you view a listing, there is a ‘Contact seller’ button, which opens up an email box for you to send the seller an email.


How do I pay for postage?

You need to arrange this directly with the seller. We recommend using Paypal as if there is an issue with your item not arriving, you are covered by their Resolution policy.


What happens if I receive an item and I don’t like it or it doesn’t fit?

There’s no returns policy on Untagged, but don’t let that worry you! All you need to do is put the item back on the app for someone else to buy. You will receive free tokens for listing the item, and of course you’ll get more tokens when the item sells.


What happens if I receive an item and it is damaged/doesn’t match the description?

Please ‘Raise a Dispute’ by clicking on the button on the listing in the Purchased Items section of your profile. Take a photo of any damage not mentioned in the listing and we will be in touch so that we can refund your tokens. Please also contact the seller to let them know you are not happy and to ask them to refund your postage cost. If you paid for postage via PayPal, you can file a dispute via their Resolution Centre to request a refund for your postage cost. At Untagged, we are not liable for the postage cost (please see our Ts and Cs).


What happens if my item never arrives?

In the first instance please contact the seller to check they sent the item and to ask for proof of postage. If your item has not arrived after 7 days, please contact them again, and also email us at Customer Services explaining the problem, so that we can refund your tokens. If you paid for postage via PayPal, you can file a dispute via their Resolution Centre to request a refund for your postage cost. At Untagged, we are not liable for the postage cost (please see our Ts and Cs).


I cannot find anything to buy with my tokens. Can I exchange them for money?

Untagged is unlike any other clothes-sharing platform in that we use a token system instead of cash. These tokens cannot be cashed out for money.

The number of members is growing every week and if you cannot find something you like at the moment, we encourage you to keep coming back. We’re sure you’ll find a wonderful new item to treasure in the coming weeks.


If I don’t have enough tokens to buy an item I like, can I buy more tokens?

We do not offer this feature at the moment. We are currently in our trial phase but will be adding this in the future. If you need more tokens, why not list another item, or complete a mission?


Selling

How do I sell an item?

It’s really easy! Just click on the yellow + button on the bottom tab of the app or in the My Shop section, upload your photos straight from your phone and add a few details. Your item will be listed immediately.


How do I decide on how many tokens my item is worth?

Take a look at the price other items on the site are selling for. The table below also gives you some guidance, but ultimately, the price you set is up to you! Of course, a lower price should help your item sell more quickly.


Brands: High Street Fast Fashion (e.g. Zara, H&M, Boohoo)

 

Trousers

Blazer

Dress

Top

Sweatshirt

Brand new with tags

13

15

15

7

9

Brand new no tags

11

14

14

6

8

Used – excellent

10

12

12

5

7

Used – good

8

9

9

4

5

Used - fair

5

6

6

3

4


When do I get the tokens?

As soon as you sell your item, the tokens will be transferred from the buyer’s account to yours.


How do I get payment for the postage?

You need to arrange this directly with the buyer. You will receive an email from the buyer when they buy your item, so you can agree how the postage is paid. We recommend using PayPal so that you are covered by their Dispute Resolution should anything happen to the item in the post.


How many items can I sell?

As many as you like! As long as they meet our quality controls, you can upload all the clothes you no longer wear, and receive tokens for them to spend on something else on the site.


What if I change my mind about selling my item?

That is absolutely fine, it’s great if you have decided you want to give your item another try. Simply click on the listing in My Shop and there is a button to Remove an Item from Sale.


What is the timer for, and can I change it?

The timer shows how much time is left before a listing expires. This is set by Untagged and cannot be changed. Make sure you don’t lose out before someone else grabs it or the listing ends!


What happens if my item doesn’t sell?

You have the option to relist it, but if you choose to do this, we recommend dropping your price. If you struggle to sell your item after a few attempts, it may be better to recycle it. We will be offering rewards for doing this in the future.


Tokens

How do I earn tokens?

You can earn tokens by completing missions, and by selling your pre-loved clothes.


Can I buy tokens?

We don’t currently offer this feature, but it is coming soon!


Can I cash out my tokens?

TT have no cash value outside of the Untagged platform and it is not possible to cash them out. We want to encourage people to keep exchanging their clothes, creating a sustainable fashion community.


What is 1 TT worth in money?

TT have no cash value outside of the Untagged platform.

 

The Game

What is XP and how do I earn it?

XP is the points you have earned from completing missions with the Untagged app. As you earn more XP, you will progress through the game and level up. In the future, levelling up will enable you to access additional features.


What is GP and how do I earn it?

GP, or Green Points, are the way we track how much carbon you offset by buying secondhand clothes instead of new. 1GP is equivalent to offsetting 1kg of CO2. You get awarded GP whenever you buy an item, and win badges when you reach key milestones.


How can I get a giftbox?

Giftboxes are our gift to you! Keep coming back to the app to see if you have received one.


What are missions?

Missions are challenges we set for you within Untagged that enable you to win rewards. You can see all the missions within the missions ‘rocket’ tab. They are split out into those you have completed, and those which are still available. As you complete missions, you will win a combination of TT, XP and GP, as well as badges. We will keep adding new missions to the app, as well as new rewards.


What is love?

That’s a big question that’s far too difficult for us to answer! But in the context of Untagged, tapping the love icon is a way for you to show some appreciation for an item you have discovered. You may not want to buy it, but simply want the owner to know how great you think the item is. In the future, we will be bringing you special features linked to showing items some love.