I have been a seller on Vestiaire Collective for several years. I sold an item (ref. 63104940), shipped within 24 hours using VC's own prepaid InPost label. The item was available for collection from 5 February 2026.
For 18 consecutive days, neither Vestiaire Collective nor InPost communicated anything, despite InPost's 3-day maximum storage policy making the anomaly detectable from 8 February. I only found out the parcel was classified as lost after contacting customer service myself. VC then requested up to 25 additional days for the carrier investigation — a potential total of 43 days without resolution.
Four different customer service agents responded with identical scripted replies. When I asked for the legal department's contact details, I was told to hire my own lawyer.
I sent a formal legal notice via certified email (PEC) on 24 February 2026. No response from the competent department to date.
As a seller using VC's own prepaid shipping label, I am entitled to full payment regardless of the carrier investigation outcome: this is stated explicitly in VC's own FAQ. VC has already collected the buyer's payment. Withholding it without legal basis violates the seller's rights under the mandate agreement (Art. 3.1 VC Seller T&Cs), Italian Civil Code (artt. 1206, 1218, 1710) and the EU Digital Services Act (Reg. 2022/2065), which requires platforms to handle seller complaints efficiently and transparently.
VC charges over 30% commission per sale as a guarantee of intermediation, logistics and payment. None of these three obligations has been fulfilled in this case.
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