The RealReal
The RealReal is the world's largest online marketplace for authenticated luxury resale, where users can buy and sell designer clothing, accessories, jewelry, watches, and home goods from brands like Chanel, Gucci, Louis Vuitton, and Hermès at up to 90% off retail prices.
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The RealReal · Jun 21
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The RealReal · Jun 21
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The RealReal · Jun 14
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The RealReal · Jun 14
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The RealReal · Jun 08
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The RealReal · Jun 07
The RealReal customer service
Use any of the convenient means below to contact The RealReal customer service.
| Phone | (855) 435-5893 |
| Web | https://www.therealreal.com/contactus |
| [email protected] |
The RealReal jobs
At The RealReal, we're redefining luxury resale and reimagining careers. Join us to revolutionize how people shop and sell luxury goods. Experience innovation, inclusivity, sustainability, and excellence in a dynamic environment. Discover open roles with endless growth opportunities and competitive benefits.
View current The RealReal jobs
Headquarters
55 Francisco Street, 6th Floor
San Francisco, CA 94133
(855) 435-5893
[email protected]
Returns
What is the return window?
Customers must request a return within 14 days of in-store purchase or original shipment date. Once a return is requested, items must be sent back within 21 days of in-store purchase or shipment date.
Do I need a receipt to return an item?
Proof of purchase is required for returns at The RealReal. This can be in the form of an order number or packing slip. Without this, a return cannot be processed.
Are there any items that are non-returnable?
Items with a missing or removed security tag, received after 21 days, or those sold at 40% or more off the list price are not returnable. Some items like handbags and swimwear are final sale.
How will I receive my refund?
After your return is accepted by TheRealReal, please allow up to five (5) business days to complete the authorization process. Once your return is processed, refer to the chart below for refund timing. Credit card refunds may take up to five to seven business days for your bank to complete, depending on their processing time.
Who pays for return shipping?
For online purchases, a $14.95 shipping fee will be deducted from your refund if you use The RealReal's shipping label. For in-store returns, there is a $6.95 restocking fee. However, this fee is waived if you make another purchase in-store at the time of the return.
Editor's Take
So here's the thing about The RealReal - it's basically become the go-to spot for anyone who's ever looked at a $3,000 Gucci bag and thought, "Yeah, but what if I could get that for like $800?" The company is an online marketplace for users to buy and sell luxury goods that are authenticated by experts, with more than 38 million members and nearly 40 million items sold as of Sept. 30, 2023. That's a lot of pre-loved Chanel.
What makes them different from just scrolling through sketchy resale sites? They have 150+ in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. And honestly, that authentication piece is kind of everything when you're dropping serious cash on a "pre-owned" Hermès Birkin. Nobody wants to find out their investment piece is actually a really good fake.
The business model is pretty clever. Shoppers enjoy up to 90% off retail prices and sellers earn up to 70% of commission when they sell. It's basically a win-win - you get to offload that impulse purchase you wore once, and someone else gets to score it at a fraction of the original price. They handle everything too: pickup, authentication, photography, pricing, the whole deal. You literally just hand over your stuff and wait for the money to roll in.
But it's not all smooth sailing. The company's had its share of controversy. In 2018, Chanel filed suit in the Federal Court of the Southern District of New York, alleging The RealReal hosted counterfeit Chanel on their website. And there are plenty of customer complaints floating around about items not matching descriptions or authentication issues. So yeah, even with all those experts, things slip through sometimes.
They've expanded beyond just online too, opening stores across the US in California, Connecticut, Florida, Illinois, New Jersey, New York and Texas. Walking into one of their stores is kind of surreal - it's like a regular luxury boutique, except everything's consignment. You can drop off items to sell, get free valuations, or just browse racks of designer goods that someone else decided they didn't need anymore.
The sustainability angle is a big part of their pitch. The RealReal is an industry leader in sustainability, firmly believing in shopping responsibly and the positive impact of recirculating luxury items. In an era where fast fashion is getting dragged (rightfully so), there's something appealing about giving a second life to quality pieces. Plus, at the end of 2024, The RealReal announced full year profitability, so apparently enough people are on board with the concept.
Notice how the luxury resale market has just exploded? The RealReal rode that wave perfectly. Founded in 2011 by Julie Wainwright, they basically created a trusted marketplace where people could buy and sell high-end stuff without the anxiety of getting scammed. And with over 10,000 items hitting the app each day, there's always something new to browse.
The whole thing works because luxury goods hold value - that Louis Vuitton bag from five years ago is still worth something, unlike that H&M dress that fell apart after three washes. So whether you're a seller looking to fund your next shopping spree or a buyer hunting for deals on authenticated designer pieces, The RealReal has carved out a pretty specific niche. Just maybe read the return policy carefully before you buy.