FAQ

FREQUENTLY ASKED QUESTIONS

Q: I can't find my city in the list.

A: Probably you are trying to search in the city, where there may not be enough users yet, but we will add it to the list soon.
Q: I want to sell brand that is not on the list.

A: In case you cannot find whichever brand it may mean that the Service does not consider it being luxury;
However, if you email support@secretcloset.net our marketing team will take your request into consideration.
Q: I can't see any items, search does not work.

A: SecretCloset allows users to buy & sell shoes, clothing and accessories from other like-minded people, and searches items in the selected city. In some cases, it is possible that city which you are searching in, does not contain requested items on sale. Try to search items in the nearest future or select another city.
Q: I've sent request to seller, but did not get any answer.

A: Our service is intended to connect people person-to-person. The only way you can contact sellers is to place a request to buy their item(s).
Any seller has an option to accept or reject your request. Unfortunately, we can not force sellers to give a response at any specific time; however the sellers’ response rate affects their overall ranking among other users. Sellers who are not active and do not give an answer within 48 hours can be assumed, as sellers who are not ready to sell at the moment.
Q: How do I know if item fits my size?

A: SecretCloset is not a store and does not participate in exchange transactions. The Service provides only information to facilitate the exchange between users. To buy/sell item(s), both parties should meet in person.
Buyer should try on requested item and if they find the presented item suitable, the buyer shall finalize the transaction. All exchange transactions are final.
Q: Can I use photos from other services?

A: No, you should take your own photos of the item using your phone. Images should not be raw screenshots or contain any third-party logos, texts or watermarks.
Q: When I downloaded the app I was told it was free. But now when I request to buy an item I am asked for a fee. Why?

A: There are no commissions for each item purchase. However, you have to purchase a subscription. It allows you unlimited buying and selling for the duration of purchased period.
Q: What are the payment methods here? How do you receive the money?

A: SecretCloset is not a store and does not participate in exchange transactions. The Service provides only information to facilitate exchange between users.
To buy/sell item(s), both parties should meet in person.
Q: How do I know if my items are viewable?

A: Just like other users you can search your items in the same manner. You can also find yourself using your own userid. Please note that you can not "like" your own item.
Q: I want to sell some of my items how do I get started?

A: Just go to: side menu > sell, and fill up description of your item. You can sell items without subscription for the first 3 months.
Q: App doesn't let me take a picture. Please help.

A: Please, check if you did not block App's access to the camera. You should go to the iPhone's Settings and scroll far down to SecretCloset's setting. Enter them and turn camera ON if currently it is in OFF state.
Q: App does not show me any notifications.

A: Please turn on notifications in iPhones Settings > Notifications > SecretCloset
Q: How do I become a seller?

A: Just download App and register (it’s FREE). Currently, you can sell items without buying subscription for the first 3 months. All functions will be accessible. However, you can not buy (ask buyer's phone number) if you do not have active (purchased) subscription.
Just tap "Menu" or pull a side-menu from left, and choose “Sell”. Fill out all fields and tap "display item" at the end. Please note, that only brands from our pre-selected list are accepted.
Q: Is there a way to view which users “favorited” my item for sale?

A: No, you can only check how many users "favorited" your item. We keep all user contact information private until user asks seller to buy his item.
Q: I want to buy from New York or Los Angeles, how can I choose city?

A: Select city from the list which is accessible from the top-left of the main screen. Search will work in selected city.
Q: How do I create new cities?

A: You can write us a request to support@secretcloset.net . Please note, that city should be more or less large. If your city has a small population, please select the nearest large city in the area.
Q: Can I write my phone or email in item's description?

A: No, in that case item will be declined. You should enter your phone number in your profile only. Please note, that your phone number will be visible only to those buyers, whose requests you will accept.
Q: Can anybody see my phone number or email?

A: Your email is CONFIDENTIAL and never will be disclosed to third-parties. Your phone number is INVISIBLE to all users except to those whose requests you accept.
Q: Do I have to pay membership fee to sell an item? Will I receive notification requests on a posted item?

A: Your email is CONFIDENTIAL and never will be disclosed to third-parties. Your phone number is INVISIBLE to all users except to those whose requests you accept.
Q: What if somebody annoys me, and repeatedly asks for discount, for example?

A: You can block any user, so his/her buying request will be rejected automatically.