100K+ TRUSTED CUSTOMERS   |   ★★★★★   |   SINCE 2010
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Frequently Asked Questions

Buying from KYM

Q: Who are KYM?
A: KYM is an online marketplace that specialises in luxury and designer, pre-owned items such as handbags, shoes, clothing, and accessories. We use a detailed authentication process to ensure that anything being sold through our site is 100% genuine, so that you can shop with complete confidence.
Q: How does it work when buying from kym?
A: Buying from KYM is simple and straightforward. Simply browse through our carefully curated collection, choose your product(s) and head to the checkout. We’ll then ship your order to you wherever you are.
Q: How do I know your handbags are authentic?

A: At KYM, each item that comes to us for resale undergoes a rigorous process by our team of authentication specialists to make sure that it is authentic before we consider listing it on our platform. Depending on the authentication service chosen, some of our items come with the authentication card for extra peace of mind. You can read more about our authentication process here.

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard), American Express, Carte Bleue, Alipay, WeChat Pay, and bank transfers. Cash payments are also accepted in-store. In the future, we hope to offer other payment options such as Klarna.
Q: How do you decide your prices?
A: We use a combination of methods when setting the prices for our products, including thorough market research and looking at the current value of the products. We also look at the condition of the product. At KYM, we aim to keep our prices as competitive and fair as possible to both buyers and sellers.
Q: Are your pre-owned items in good condition?

A: Yes. Each item is carefully inspected to make sure that it’s in a condition that’s suitable for resale. We grade all items as good-excellent, while some items are also brand new when they come to us. When you’re buying a pre-owned item from us, the description will always list its condition.

Q: Do your products come with a warranty?
A: Pre-owned items typically do not come with a manufacturer's warranty. However, our authenticity guarantee and customer service team are here to support you if needed.

Selling with KYM

Q: How do I sell an item with KYM?

A: To sell an item with KYM, you should first send us the details about the item you’re looking to sell, along with clear photos. Our team will then review these and come back to you with an initial quote.

Q: What types of items does KYM accept?

A: KYM specialises in pre-owned luxury and designer items, including handbags, shoes, clothing, and accessories.

Q: How is the value of my item determined?

A: Our team evaluates your item based on factors such as brand, condition, market demand, and current resale value.

Q: What happens after I accept the initial offer?

A: Once you accept our initial offer, you can either drop off the item at our store or post it to us. When we receive your item, we’ll carry out a thorough inspection to check the condition and ensure it matches the description you sent to us via email. You’ll then receive a final quote via email which you can accept or decline. Our final quotes are non-negotiable, and if you choose to accept our offer, your item will then be sent for authentication before being listed on our platform.

Q: What if my item fails the authentication process?

A: If an item fails our authentication process, you’ll be notified via email. If you’d like to have your item returned, we reserve the right to charge a fee of up to £100+ delivery. If you don’t want to pay this, we reserve the right to report the counterfeit item to the relevant authorities or trading standards agency and send it to them.

Q: Can I consign my item instead of selling it outright?
A: Yes, KYM offers a consignment service allowing you to list your item on our platform. Once sold, you'll receive the agreed percentage minus any applicable fees. Details of your specific consignment terms will be emailed to you during the assessment process.
Q: How and when will I receive payment?
A: Once your item has passed our authentication process, payment will be made via direct bank transfer or as store credit within three working days. To avoid delays in processing your payment, please always double check that your bank details are correct.
Q: Are there any fees associated with the selling process?
A:

While there are no upfront fees for listing items on our platform, certain charges may apply:

  • Return Fee: If your item is rejected, a return fee of £25.00 will apply at your cost. This only applies to situations where your initial submission doesn’t meet the quality of the item we receive. In cases where the item has shown to be a counterfeit, we will charge up to £100+ delivery to return your item.
  • Cancellation Fee: If you cancel after accepting an offer, fees ranging from £35 to £100 may apply, depending on where you are in the selling process.
Q: How long does the assessment and authentication process take?
A: Once we receive your item, our team will begin the inspection process within three working days after which you’ll receive a final quote. The authentication process can take anywhere from one working day to up to two weeks.
Q: How long does the assessment and authentication process take?
A: Once we receive your item, our team will begin the inspection process within three working days after which you’ll receive a final quote. The authentication process can take anywhere from one working day to up to two weeks.
Q: What happens if I don't respond to KYM's communications?
A: If you don’t respond to any correspondence from us for over a month after sending us your item for resale, we reserve the right to dispose of your item, donate or sell it, depending on whether it has passed our authentication process.

Delivery

Q: How long does delivery take?
A: If you don’t respond to any correspondence from us for over a month after sending us your item for resale, we reserve the right to dispose of your item, donate or sell it, depending on whether it has passed our authentication process.
Q: What happens if I'm not home when my item is delivered?
A: A signature is required upon delivery. If you’re not home or miss the delivery, our shipping partner will attempt redelivery on the next available day and time — this is managed by the courier and is beyond our control. You also have the option to reschedule the delivery directly with the courier in advance to a date that is suitable for you.
Q: What delivery partner do you use?
A: We work with reputable delivery partners such as DHL, FedEx and Royal Mail. Other couriers are available depending on your location.
Q: Can I track my delivery?
A: Yes. A tracking number will be provided via email once your order is dispatched.

Repairs

Q: What types of items can I have repaired at KYM?

A: KYM specialises in the repair and restoration of luxury and designer items, including handbags and shoes.

Q: How do I request a repair?

A: If you’d like to request a repair from KYM, simply send us some details about your item and include some photos that show the damage. Our team will then review this and will provide you with an initial assessment to let you know if a repair is possible, and an initial quote. 

Q: What does the repair process entail?

A: Once we receive your item, our specialists will conduct a thorough inspection to determine what repairs are needed. We will then provide you with a detailed quote and estimated timeline for completion. Here’s a more detailed overview of how our repair process works:

Inspection Process:

Once we receive the item, our specialists carefully inspect:

  • The overall condition of the item.
  • Type and extent of any damage (scratches, scuffs, tears, stitching issues, hardware malfunction, etc.).
  • Condition of the materials (leather, canvas, fabric, hardware, zippers, straps, etc.).
  • Any potential structural or functional issues.

Repair Process:

After the inspection, we identify which repairs are needed (e.g. re-stitching, hardware replacement, cleaning, restoration of leather, etc.).
Based on what we find, we prepare a detailed quote outlining the required work, costs, and estimated completion time.

Q: How long will the repair take?

A: The time it takes to repair your item will depend on the level of damage and how complex it will be to repair. Once your item has been assessed by our team, we’ll be able to provide you with a more detailed estimate.

Q: What are the cost associated with repairs?

A: The cost to repair your item will depend on the level of damage and how much time is needed to carry out the repairs. After assessing the item, we’ll provide you with a detailed quote.

Q: What if my item cannot be repaired?

A: If our team determines that your item is beyond repair, we will let you know and arrange for it to be sent back to you. 

Q: Do you offer a warranty on repairs?

A: We stand by the quality of our repair work. If you experience any issues with the repaired item, please contact us at info@kym.com within 7 days of receiving your item and we will work with you to find a solution.