General --
 
What is StillOnTrend?
StillOnTrend is a UK-based parent-to-parent online marketplace to buy and sell quality pre-owned children's clothes, toys and books.

We help parents to:
1. Save or make money: Because the little ones outgrow their clothes, toys and books so quickly.
2. Save the planet: Help save the 300,000 tonnes of clothes and 8 million toys that are thrown away and end up in UK landfills each year.
3. Declutter: Create more space at home as they grow.
What clothing brands can I list as a seller? As a buyer, what clothing brands can I expect?
We focus on high quality and/or designer brands, as these tend to maintain their quality over time and have higher resale demand.
 
Generic or supermarket brands tend not to last and generally do not have high resale demand.
Buyers --

How do I sign up as a buyer?
This marketplace uses Facebook, Google ID or email for all your logins.
Do you allow guest checkout?
Yes. You can choose not to create an account at stillontrend when making a purchase. However, you are highly recommended to do so as all your delivery details will be saved in your account. Any future purchases that you make will become much faster and simpler.
Will I be charged any fees for making a purchase?

Buyers are charged a fixed platform / online payments fee of just £0.9 per order by stillontrend. Unlike other online marketplaces, we do not charge a variable platform fee.

Delivery charges are specified by the seller and are typically at cost e.g. ~£3 for UK 2nd class standard delivery for a small parcel up to 2kg.

What are Delivery options and charges?
Sellers will specify delivery methods and charges that you can receive the item by.
Most sellers are happy to mail your purchase to you for a postage fee (typically at cost i.e. £3 per order for UK 2nd class standard delivery up to 2kg). By purchasing multiple items from the same seller in one order, buyers can save on delivery fees.
If not already specified, sellers are happy to be contacted directly to discuss international postage rates.
What are Pick-up options?
Pick-up options is a list of seller defined locations that you can pick-up your item from. These options will not have added cost.
What are the different order statuses and what do they meant?
There are different order statuses for different delivery types. 

For delivery, the order statuses are:
1. Paid – after you have successfully make a payment, the marketplace will automatically create an invoice ID and order ID and tag each item order status as paid.
2. Delivered – after the seller has shipped/couriered/delivered the item, he will set the item’s order status to “Delivered”. The marketplace will automatically send an email to inform you that your item is on its way.
3. Refunded– seller will set the item’s order status to “Refunded” when he has made a refund to the buyer.

For pick up, the order statuses are:
1. Paid – after you have successfully made a payment, the marketplace will automatically create an invoice ID and order ID and tag each item order status as paid.
2. Ready for pick-up – after the seller has picked and packed, he can change the item’s order status to “Ready for pick-up”. The marketplace will automatically send an email to inform you to pick-up his item at his selected pick-up location.
3. Completed – once you have picked-up his item, seller will set the item’s order status to “Completed”.
4. Refunded – seller will set the item’s order status to “Refunded” when he has made a refund to you.
How do I check my order statuses?
Simply hover the cursor over your profile to activate the drop down bar and click on “Purchases”. This opens up your Purchase History page where you can access details of orders that you have placed, including invoice ID, timestamp, item, qty, delivery method and order status.
How do I make a credit/debit card payment?
Click the shopping cart on the top menu bar. After selecting the items that you want to checkout, fill in your delivery details which include your name, notification email, contact number and delivery address. If you are using an account, these details should already be prepopulated for you. Next, review the order details once last time before clicking “Proceed to payment”. Check the payment details and click “Pay now”. A pop up box would appear so that you can fill in your credit card details. Once the payment is done, you will be redirected back to stillontrend’s site.
Can I cancel my order and get a refund?
All sales made on stillontrend are considered final and binding, and hence we are unable to initiate order cancellations once the order has been paid. However, please contact the seller directly if you need to have your order cancelled. It is up to the seller’s discretion whether he/she will allow a cancellation and provide a full refund excluding any transaction fees that have already been incurred (do note that the transaction fee collected by stillontrend is a fixed commission for facilitating a sale and thus will not be refunded).
However, in rare cases where the actual item has significant discrepancies from the item description or is undelivered, please refer to our dispute policy below.
I did not receive my item, what do I do?

If you did not receive an item, you need to make a report to the seller by contacting him/her directly. The seller should address your concern and provide updates on the delivery of the item and its tracking information. If you find that the seller’s response is unsatisfactory, stillontrend will step in to mediate. You should always communicate through the admin so that you will be protected by our Terms of Service.

The item condition has significant discrepancies from what was stated in the item description. Am I able to get a refund?
If there are any significant discrepancies in the item, you should contact the seller directly. The seller will address your concern and offer a solution, such as offering a replacement or trading for another item.
If both you and the seller have agreed on returning the item, you must take note of the following:

1. You must return the item in the exact same condition in which it was received.
  • 2. It is your responsibility as the buyer to pay for the return cost of shipping (and any custom charges where applicable).
3. If you are unsatisfied with the resolution provided by the seller, you can request stillontrend to mediate for you.
As part of the mediation process, the admin will review the chat history, item description, photos of the item provided by both you and the seller, and any other information about the item that you and the seller have provided. You should always communicate through the admin so that you will be protected by our Terms of Service.
Sellers --
 
How do I sign up as a seller?

It's easy and just takes a few minutes! Simply click on the “BE A SELLER” tab on the top menu bar.
1. Sign up using your Facebook, Google+ account or by email.
2. Fill up your profile details
3. Add a delivery address (your item will be sent to this delivery address when you purchase an item from stillontrend as a buyer)
4. Link with your PayPal or Stripe account (this is the account that you will receive your payments with)
5. Add your delivery options (including postage fee) and/or your preferred pick-up location
6. Click save

Congratulations, you are now a seller on stillontrend and can start uploading your first item!

How do I list an item for sale?
Simply click on “BE A SELLER” on the top menu and complete the mandatory and optional fields. Once done, you will be able to start listing your items.
 
To list an item for sale:

1. Select "Upload" to add an item that you want to sell. Add details including price, category & subcategory, description, brand and delivery methods for this item. Adding clear images (taken in a well-lit room) and detailed, honest descriptions will make your product more attractive to buyers
2. Be informed immediately when someone has purchased your item
3. Payment made by the buyer, minus the transaction fee to stillontrend, will be transferred to you immediately
4. Fulfill your order within 3 days and update your buyers on the latest status using our order management system
5. Get useful business insights such as your sales history, best-selling item and other analytics to optimise your business

Are there any subscription fees or listing fees on stillontrend?
There are no listing fees or subscription fees, and you can list as many items as your like, and for as long as you like, for free!

Unlike other online marketplaces with hefty fees, sellers keep up to 95% of order value per sale, including PayPal/Stripe fees.

For each sale made, we charge a platform fee of just 7.5% of order value (which helps keep our platform running), plus an online payment fee by PayPal (2.9% + 30p) or Stripe (1.9% +20p). Buyers pay a platform fee of £0.9 per sale.

This works out to between 90% (£100 order) to 95% (£10 order) of order value paid to you per sale.

You pay nothing if an item is not sold.

Can I denote my items in another currency?

The current default currency on stillontrend is GBP, and we do not accept any other currencies at this point in time. Do set up your Paypal/Stripe account in United Kingdom and configure the currency as GBP. If not, you might incur additional charges arising from foreign exchange differences between GBP and the currency in your payments account.

Why can’t I log in to my seller dashboard?
If you can’t log in to your seller dashboard, it might be because you have been banned by stillontrend. You can raise a case by contacting stillontrend directly.
How do I edit my item information?
1. On your seller menu, click on the “Your Items” tab to access all your items.
2. Choose the item you want to edit, and click on the sign.
3. You will be redirected to your specific listing’s details page.
4. From there, you may edit any details you would like.
5. Once you are happy with the new details, click on “Save” and your edits will be reflected.
Can I add a few delivery addresses, delivery options and pick-up locations?

Yes, you can definitely do so. If you add more than one delivery address during the sign up process, you have the choice of selecting your preferred address during the checkout process when you purchase an item from stillontrend as a buyer.
If you add more than one delivery options and/or your pick-up locations, your customer has the choice of selecting their preferred option when purchasing an item from you. You can always add more delivery options or pick-up locations by first navigating to your user settings through you profile’s drop down bar before clicking on the “Delivery methods” tab. Alternatively, you can add new options whenever you are uploading items onto stillontrend.

Note: If adding a new delivery option, don't forget to add the £0.90 buyer platform fee to the amount. e.g. If you want to create a delivery option for £2.00, please specify £2.90.

What is the purchasable button for?
If you receive any complaints from customers regarding a particular item or it is still not ready for sale at a point in time, you can temporarily remove it from the marketplace using the purchasable function. Once you switched the purchasable button to “NO”, your item will no longer be visible and searchable on your marketplace. In addition, buyers will not be able to check out the non-purchasable item.
Why can’t I find the right category for my item?

You are only able to add an item under a particular category or sub-category if it has been created by us. If you can’t find the right category for your items, don’t worry! Simply drop us a line on hello@stillontrend.com, we will review your request for a new category.

How do I keep track of my sales?
Click the “Sales” tab on the seller menu to access your sales page. Here, you are able to view the total quantity and revenue earned for each item that you have sold.
How can I keep track of orders that I receive?
Click the “Orders” tab on the seller menu to access your orders page. You are able to view the relevant details for each item order that you receive, including the Order ID, Invoice ID, Timestamp, Item, Quantity purchased. Click on any payment ID to dive into greater details.
Anytime you have completed a certain action to fulfill the order, you can change the order status by clicking on the drop down bar. In the event that you are fulfilling multiple orders at the same time, you can also mass update the order statuses. Simply check the boxes of the relevant orders and click on the “Change Status” button.
What do the different order statuses mean?
For delivery, the order statuses are:
1. Paid – after the buyer has successfully make a payment, an invoice ID and order ID would be automatically created, and each item order status would be tagged as paid.
2. Delivered – after you have shipped/couriered/delivered the item, you can set the item’s order status to “Delivered”. The buyer will then receive an email notification that his item is on its way.
3. Refunded– you can set the item order status to “Refunded” when you have made a refund to the buyer.

For pick up, the order statuses are:
1. Paid – after the buyer has successfully made a payment, an invoice ID and order ID would automatically be created and each item order status would be tagged as paid.
2. Ready for pick-up – after you have picked and packed, you can change the item’s order status to “Ready for pick-up”. The buyer will receive an email notification to remind him to pick-up his item at his selected pick-up location.
3. Completed – once the buyer has picked-up his item, you can set the item’s order status to “Completed”.
4. Refunded – you can set the item’s order status to “Refunded” when you have made a refund to the buyer.
How do I receive my Payout/Payment?
Stripe will automatically credit any Payout/Payment directly to your Stripe account after every successful transaction.Stripe will transfer funds to your bank account based on the schedule listed in your dashboard. For example, “Daily — 7 day rolling basis” would mean that charges processed on 1st March would be grouped together and deposited in your account on 8th March, and “Weekly (Monday) — 2 business day rolling basis” would mean that charges processed before a given Thursday will be grouped together and deposited in your account on the following Monday.Your transfer schedule can be configured to simplify your accounting. We currently offer the option for funds to be transferred daily, weekly (on a custom day of the week), or monthly (on a custom day of the month).You can see all attempted transfers made by Stripe to your bank account on your dashboard.
Stripe states that a transfer has been submitted, but I have not received the money in my bank account yet. Why is this so?

Stripe submits transfers every day, but most banks will only process the transfer on business days. This means that if Stripe sent you money on a holiday or a weekend, you will probably only receive the money in your bank account on the next day that your bank is open. For transfers sent on business days, you should receive the money by the next day. If the transfer was submitted on a business day and you don’t receive the money in your bank account within a couple of days, this probably means that the transfer has failed. Banks take 3-5 business days to inform Stripe about transfers that failed to go through, at which time Stripe will e-mail you about the issue and how to fix it.

What items are prohibited on stillontrend?

This policy is part of our Terms of Use. By selling on stillontrend, you are agreeing to this policy and our Terms of Use.

Stillontrend requires all sellers and users to abide by the laws of the jurisdictions in which you are operating and selling.
If you are shipping items across international borders, we expect all members to follow the local laws of both the exporting and importing countries.
Why is my product deleted/banned?

If any product does not adhere to the product policies in our terms of use, stillontrend reserves the right to delete/ban it to maintain a safe environment for all users.