Help centre

How Rare Kind works

Everything we're asked most often, in one place. Still stuck? hello@joinrarekind.co.uk — we reply within a working day.

Buying

How do I know a listing is genuine?: Every seller on Rare Kind is identity-verified through Stripe before they can list anything. Business sellers are additionally cross- checked against Companies House. You can see a seller's rating, review history, and how long they've been on Rare Kind from their profile — we encourage you to read through a few reviews before a first purchase.
What is buyer protection?: When you pay, your money is held by our payments partner Stripe until you confirm the item arrived and matches the listing. If something's wrong you can open a dispute within seven days of delivery; we investigate and can issue a full refund.
Can I ask the seller questions before I buy?: Yes. On any listing there's a "Message" button next to the seller's handle — it opens a direct chat with them. Sellers are typically quick to respond; if they go quiet for more than 48 hours you can report it via the report button on their profile.
How do I pay?: We use Stripe Checkout. You can pay with card, Apple Pay, or Google Pay — whichever you have set up. Rare Kind never sees your card details directly.

Who can sell on Rare Kind?: Anyone based in the UK — individuals clearing out their wardrobe, sole traders, and registered companies. You'll go through a one-off Stripe verification to confirm your identity and set up payouts; for companies, we also check your Companies House number.
How do I list something?: From your seller dashboard, tap "New listing", add photos, fill in the details (department, category, size, brand, condition, price), and publish. A listing needs at least one photo before it goes live.
Do I need to be a registered business to sell?: No. Individuals and sole traders are welcome. Some tools — like bulk CSV import — are scoped to registered-company sellers for now, since they're most useful for sellers with existing stock across other marketplaces.
What does it cost?: Rare Kind charges a small commission on each sale (deducted from your payout automatically by Stripe). Listing items is free. We don't charge subscription fees or promoted-listing fees.
When do I get paid?: Your payout is held until the buyer confirms the item arrived, or automatically releases seven days after delivery if they don't mark it satisfied. Once released it lands in your linked bank account on Stripe's usual schedule — typically two working days.

Who arranges delivery?: For now, sellers arrange their own delivery (Royal Mail, Evri, etc.) and include postage in the listing price. Integrated label purchasing is on our roadmap. Once a seller ships, they add a tracking number which both parties can see.
How long should I wait for an item?: Most sellers post within two to three working days; the delivery itself depends on the service used, usually another two to five days. If more than ten working days have passed with no tracking update, open a dispute from your order page.

What if the item doesn't match the listing?: You have seven days from delivery to open a dispute. Go to your order page and tap "Raise a dispute" — describe the issue, add photos if you can, and our team steps in. Resolutions range from full refund to partial refund depending on what happened.
How do refunds work?: Refunds go back to the card or wallet you paid with. Full refunds typically appear in your account within five to ten working days depending on your bank.
Can I change my mind after buying?: Because Rare Kind is a peer-to-peer marketplace, buyers don't have an automatic right to cancel after purchase. That said, message the seller directly — many are happy to cancel before shipping if you reach out quickly.

How do I report a user, review, or listing?: Every profile, review, listing and message has a "Report" button. Pick a reason, add optional detail, and our moderation team takes a look. Your name is never shared with the person you're reporting.
Someone's asking me to pay outside Rare Kind — is that OK?: Never pay outside Rare Kind. If a seller asks you to send money via bank transfer, PayPal friends & family, or any off-platform method, stop and report them. Off-platform payments aren't covered by buyer protection, and asking for one is against our terms of service.
What do you do with my personal data?: We only collect what's needed to run the marketplace. See the Privacy Policy for the full list and Cookie Policy for how we use cookies.

How do I change my username?: From your account page. Usernames are lowercase letters, numbers, and underscores only, between 3 and 20 characters.
How do I set my sizes?: Visit My sizes from your account. Saved sizes are never shared with anyone — they only affect the shop filters you see.
How do I delete my account?: Email us at hello@joinrarekind.co.uk from the address you signed up with. We'll confirm, then wipe your personal data in line with the Privacy Policy.

Didn't find your answer? Email hello@joinrarekind.co.uk. Media + partnership enquiries: same address, for now.