Frequently Asked Questions

How does Return Guarantee work?

Purchasing Return Guarantee allows you the option to return final sale items within 7 days of delivery, through our partner, XCover. Returned items are shipped directly to our partner XCover.

What am I covered for with XCover Return Guarantee?
If you have purchased Return Guarantee, you are eligible for a full refund of the item value (including sales tax; excluding original shipping cost and Return Guarantee cost) within 7 days of delivery of your item. Returned items must be unused and in the same condition as purchased.

With Return Guarantee, you can return your item for any reason, including the below:

You change your mind
The item doesn’t fit as you had intended
You simply don’t like the item

What’s not covered?
If you purchased Return Guarantee, you may not be covered:

If you do not make a claim for your return within 7 days of delivery
If XCover does not receive your return within 7 days of providing the return shipping label
If the item is in a different condition than it was purchased

See the terms and conditions for further details.

How does the return process work?

Start your claim: To begin the return process, you will need to login to your XCover account, select the item you would like to return and then select ‘Make a Claim’. You will need to input the reason for your return and submit a photo of your item.

Your claim is assessed: After you submit your claim, it is reviewed by the XCover team and a shipping label is sent to you upon approval. This portion of the process typically takes 1-3 business days.

Receive your shipping label: You will have 3 days to ship your item to our return partner, XCover, using the shipping label provided. Items must be received by XCover within 7 days of receiving the shipping label or the claim may be denied.

After you ship your item: Once your item is received by XCover, they will inspect your item in person to ensure it is in the same condition as when it was purchased. This portion of the process typically takes 5-7 business days after your item is received.

Receive your refund: Upon approval, your claim will be finalized and you will receive a claim payout from XCover reimbursing you for your item. Your refund will be issued as a direct deposit to your bank account upon entering your details securely via the XCover portal.

Similar to a standard return process, claims are only denied when returns are not made within the designated time period or items are not received in the condition that they were purchased in.
You can also follow the steps in this helpful article to initiate your return.

How do I file a claim and initiate my return?
When you're ready to submit your claim and initiate your return, log in to your XCover Account, select the item you would like to return and then select ‘Make a Claim’. See the above section “How does the return process work?” for more details.

Where can I see my claim progress?
To check the progress of your claim status and view a complete history of emails from the XCover Claims Team, simply visit the XCover Claims Centre. You can also log in to your XCover Account and navigate to ‘Your Claim’.

How do I access my policy documents?
After purchasing XCover Protection, you will receive a confirmation email, and you will need to click the link to activate your account on XCover.com. The email confirmation is typically sent immediately, however, it might take between an hour and a day to receive your email.
Your policy information will be accessible in your XCover account. To protect your privacy, your XCover documents are not sent via mail.

Need help? If you can’t find any emails from XCover, this article contains instructions on how to solve related issues.

How do I log in to my XCover Account?
An account is automatically created for you when you purchase XCover Protection.
When you first visit XCover.com you will need to activate your account. This is an important step to make any future claim submissions hassle-free. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.
If you’ve already activated your account, simply log in using the email address you provided when completing the initial sign-up process to access your documents or make a claim.

How do I make a change, cancel or get a refund for my XCover Protection?
If you purchased Return Guarantee you can cancel before the associated product has shipped. Contact The RealReal customer service to cancel your order, and you will be refunded. After your product has shipped, Return Guarantee cannot be canceled.

How do I contact XCover?
If you have a general inquiry about your XCover Protection, most questions are answered in our Help Center. If you would like to know more about what’s covered by your XCover Protection, you can view your wording in your XCover Account.

All XCover customer inquiries are evaluated by email. You can reply to any XCover emails for a speedy response.

With Return Guarantee you can buy with peace of mind knowing you’ll have the ability to return final sale items within 7 days after delivery, through our partner, XCover. Returned items are shipped directly to our partner XCover. Learn how Return Guarantee works here.

Product Protection is a warranty policy, with which you’ll be covered if something goes wrong after you buy your item, such as accidental damage, defects in workmanship, and more. Learn how Product Protection works and what is covered here.

XCover’s protection plans are simple and hassle-free with instant payment of approved claims and their friendly support team can help you with any question.

How do I track my order?

You will receive an email notification including tracking information when your package has shipped. Orders placed after 12:00pm PT (3:00pm ET) will ship the next day. Unless otherwise indicated, all orders ship through UPS Ground and are expected to be delivered within 3-5 business days. Please be aware that orders with multiple items may ship separately. In these cases, you will receive email notifications and tracking information for each shipment. You can view the status of your order, obtain tracking information, and sign up for SMS notifications about your order in the My Purchases section under My Account.

If you have a question regarding the status of your order, please contact us by texting TRR to 50347 & a client services specialist will text you back.

How do I return an order?

To return eligible items, you must request a Return Merchandise Authorization Number (RMA) within 14 days of in-store purchase or original shipment date, and return the item(s) within 21 days of in-store purchase or original shipment date. The following items are final sale: handbags, swimwear, luggage, beauty, and items sold at 40% or more off the original list price. Returns may be accepted if, after review by a TRR customer service representative, the item is identified to have been incorrectly described by The RealReal.

If you have questions regarding your item’s return eligibility, please contact us by texting the word SUPPORT to the number 50347.

Additionally, starting September 7 2022, all returns made in store will be subject to a $6.95 restocking fee, unless made while also making an in-store purchase. To request an RMA, visit the My Purchases section of your account on The RealReal.

To send a return, follow these steps (for international or Home/Art returns see below):

-Make sure your returned items meet the conditions of our Return Policy.

-Pack your return in a sturdy box with adequate padding to protect the item(s).

-Fill out the return portion of the Packing Slip enclosed with your order – be sure to include your RMA (Return Merchandise Authorization) number, name, and signature.

-Place the completed Packing Slip inside the package with your returned item.

-Affix the return address label (provided with your order) to the outside of your package. If you have misplaced your return address label, you can download and print a new one from the email you received with the subject line “RMA from TheRealReal for Order #,” or text SUPPORT to 50347 for assistance.

-Write the RMA number on the label or box.

-A prepaid shipping label is included with U.S. orders. If you choose to use this, $14.95 will be deducted from your refund amount. Or, you can take your return package to the shipping carrier of your choice.

-We recommend a return shipping method that allows you to track the package to make sure it reaches us. Because we cannot assume responsibility for packages lost or damaged in transit, we recommend you insure your package. Postage and insurance costs, as well as original shipping charges, are not refundable.

Ship Returns To:

The RealReal

Attention: Customer Returns

35 Enterprise Ave., Suite C

Secaucus, NJ 07094

International Returns: Customers are responsible for returning items. We do not provide an international shipping label for returns. However, if an item was received damaged or not as described, please contact [email protected].

Home & Art Returns: Contact [email protected] to create an RMA or receive assistance in setting up a return.

What is your return policy?

To return eligible items, you must request a Return Merchandise Authorization Number (RMA) within 14 days of in-store purchase or original shipment date, and return the item(s) within 21 days of in-store purchase or original shipment date. Handbags, swimwear, luggage, beauty, items sold at 40% off or more and items listed in As Is condition are FINAL SALE. Returns may be accepted if after review by TRR Customer Service the item is identified to have been incorrectly described by The RealReal. Additionally, starting September 7 2022, all returns made in store will be subject to a $6.95 restocking fee, unless made while also making a purchase. To request an RMA, visit the My Purchases section of your account on The RealReal.

If you have questions regarding order return eligibility, please contact us by texting the word SUPPORT to 50347.

Click here to learn more about consigning your items with The RealReal. Online and in-store purchases may be returned online (except non-member and cash refund returns which must be made in store). For online returns, you will receive a prepaid shipping label which you can use, if you choose, for a fee of $14.95. In-store returns are subject to a $6.95 restocking fee, unless made while also making an in-store purchase.

ITEMS NOT ELIGIBLE FOR RETURN
Items received after 21 days of in-store purchase or original shipment date, or with the security tag missing or removed, are not eligible for return. The following items are not eligible for return: handbags, swimwear, luggage, beauty, items sold at 40% or more off the original list price, items listed in As Is condition and all final sale items.

All items returned to TRR must include any collateral shown in the Product Description Page.

All items that cannot be returned may be sold with The RealReal (excluding beauty). Click here to learn more about selling your items with The RealReal.

To see our complete return policy, click here.

RETURN GUARANTEE
Purchasing Return Guarantee allows customers the option to return products that are otherwise final sale. Return Guarantee is available for bags only at this time. Swimwear, beauty, items sold at 40% or more off the original list price and all other final sale items are ineligible for the Return Guarantee service and may not be returned. Click here to learn more about Return Guarantee.