Frequently asked questions

Online trade-ins

  • How does the trade-in service work?

    The seconde-main-ba-sh.com trade-in offer is limited to people aged 18 and over, residing in Metropolitan France, Belgium, Germany, the Netherlands and Spain.
    Your item must be clean, intact and perfectly functional: no missing parts, no holes or tears, no stains or odours.
    Items that do not have a label reference cannot be returned. Shoes are also not eligible for trade-in.

    Item conditions are defined as follows:

    New condition: With original label, never worn.
    Excellent condition: The item is like new with no signs of wear or defects.
    Very good condition: The item shows only minor signs of wear, invisible from 30cm away.

    Rest assured. Rejected items are still given a second life. They are donated to an association specialising in textile recovery or are reused by a partner as part of an upcycling initiative.

    Once the trade-in request has been generated, simply print out the transfer form, sign it and put it into your parcel.
    You can send several items one package.
    Just use one consignment note and keep your proof of postage!

    You have the option of dropping off your parcel at Post Office, Pickup point or Chronopost branch.

    As soon as we receive your parcel, our Quality Experts will check the condition of your items. If the trade-in conditions are met, you will be notified by email within 15 working days (from the date of receipt of your parcel by our warehouse) of the credit to your seconde-main.ba-sh.com customer account.

    Your balance is credited when your items are approved by our Quality Experts. If several of your items have been accepted, you will be credited with an amount corresponding to the value of all the items accepted.

    Please only contact our Customer Service team if the 15 working day deadline has passed.

    You will then be able to generate one or more vouchers as you wish (date and amount) to use within 12 months of the issue date in one of the following retail networks:

    • ba-sh.com
    • second.main.ba-sh.com
    • In ba&sh stores in the trade-in country

    Vouchers can be used against all items, excluding in sales and outlets.
    Vouchers are not cumulative and do not cover delivery costs.
    Vouchers are neither refundable nor modifiable. et outlets.
    Les bons d'achat ne sont pas cumulables et ne couvrent pas les frais de livraisons.
    Les bons d'achats sont ni remboursables ni modifiables.
  • Can I send an item that has been altered?

    Any item that has been altered and/or modified outside of our network will not be accepted for trade-in. In addition, items that are stained, damaged and/or require repair will not be eligible for trade-in credit. In accordance with our General Terms and Conditions of Sale and Use and in line with our eco-responsible approach, we do not return any items that do not comply with our trade-in conditions. But rest assured: rejected items are given a second life! They are either donated to an association specialising in textile recovery or reused by a partner as part of an upcycling initiative.
  • How are items reconditioned?

    Each item is returned to saleable condition and relabelled. It is cleaned using environmentally-friendly processes.
  • How much will I receive?

    When you make your trade-in request, our calculator will suggest a trade-in value of between 25% and 60% of the original retail price (including tax), depending on the type of product and the condition of each item. This value is approved or adjusted if necessary by our reconditioning team, and is credited directly to your seconde-main.ba-sh.com account within 15 working days (from the date your parcel is received by our Quality Experts). Please only contact our Customer Service team if the 15 working day deadline has passed. If our team finds that the returned items do not comply with the trade-in conditions and cannot be resold, your account will not be credited. But rest assured: rejected items are given a second life! They are either donated to an association specialising in textile recovery or reused by a partner as part of an upcycling initiative. récupération de textiles ou sont réutilisées par un partenaire dans une démarche d'upycling.
  • What are the terms of the service and how do I use my credit?

    If the trade-in conditions are met, you will be notified by email within 15 working days (from the date of receipt of your parcel by our Quality Experts) of the credit to your seconde-main.ba-sh.com customer account. If several of your items have been accepted, you will be credited with an amount corresponding to the value of all the items accepted. You will receive your credit when your items have passed quality control (processing times vary depending on the condition of the items). Please contact our Customer Service team only if the 15 working day deadline has passed.You will then be able to generate one or more vouchers at your convenience and use them within 12 months of their issue date in one of the 3 networks. Vouchers can be used as follows: - ba-sh.com: fill in the "Use a promotional code" section on the "Payment" page - seconde-main.ba-sh.com: fill in the "discount code" section on the personal information page at the time of purchase - In store: please give your voucher code to our sales team before making payment Vouchers can be used against all items except during our sales and in our outlets. They are valid for 12 months. Vouchers are not cumulative and do not cover delivery costs.
    Vouchers are neither refundable nor modifiable.
  • What are the acceptance criteria and do you return items deemed to be in poor condition?

    - Your items must be clean, in perfect condition (with all zips, seams and elastics in working order) and free from holes, tears, stains or odours. - Your items must not have been altered and must not be missing any buttons or embellishments. - Your items must still have the brand label as well as the composition and care labels. - All products must be legally owned by the person benefiting from the trade-in offer. We accept these 3 types of condition: - New condition: with the original label, never worn. Excellent condition: the item is like new with no signs of wear or defects. - Very good condition: the item shows only minor signs of wear, invisible from 30 cm away. We do not accept items in any other condition: damaged, worn, unusable, stained, with holes, misshapen, dirty, with the inside label cut off, etc. In accordance with our General Terms and Conditions of Sale, non-conforming items will be rejected and not returned to you. However, rest assured: these items will have a second life as donations to associations or through upcycling programmes.
  • Are the items sent reconditioned?

    On receipt of your items, our experts will authenticate them and check their condition. Each item is returned to saleable condition and re-labelled. It is cleaned and/or ironed using environmentally-friendly processes.
  • How is the trade-in price calculated?

    The trade-in price you are offered is calculated based on the garment's price when new, the year of its collection, its rarity and its condition. The amount you are offered is the amount that will be credited to you if the condition you state is the same as the condition when checked. This service is completely free of charge. We do not take commission.
  • Why do I need to create a second-hand account to send a trade-in?

    You need to create an account to register a trade-in, track its process once received and for us to pay the money into your account. This also guarantees the security and traceability of your parcel in the event of loss or theft.
  • My item is not recognised in the online trade-in form

    If your item is not recognised in the online form, please ensure that the information you have provided is correct. (e.g. correct spacing when writing the reference, etc.). If the error persists, this means that we will not be able to trade in your item at the moment. (Collection too old, item category not included, etc.). For more information, please refer to the "acceptance criteria" page at the start of the trade-in module.
  • I can no longer find my shipping label and/or my transfer form.

    Your shipping label and your transfer form are available in your summary e-mail and your second-hand customer account. If you can no longer find your shipping label or transfer form, please contact our customer service department. They will help you find the documents you need to send your item for trade-in.
  • The item information I entered does not match the item shown.

    If the information you have provided does not correspond to the item shown in your trade-in summary, please contact our customer service department to resolve the problem. We can guide you through the process.
  • In which countries is the trade-in service available?

    The trade-in service is available in France, Belgium, Germany, the Netherlands and Spain.
  • How can I track the progress of the reconditioning of the item I've sent?

    You will be notified by e-mail at each stage of the process. You can also track the progress of your item's reconditioning by logging into your second-hand account.
  • I sent several items in one parcel, but only received credit for one of them.

    For better traceability of items in our workshop, we assign them a unique tracking number. So even if you've sent several items in the same parcel, you'll receive one e-mail per item. If your items have not all been checked and cleaned at the same time (e.g. a woollen jumper and a silk dress will not be handled the same way), you may receive confirmation emails and the associated credit at two different times. As a reminder, we strive to check your item within 15 days of receiving your parcel. If the deadline has not passed, you will have to wait for the confirmation e-mail. Otherwise, please contact our customer service department.

The ba&sh second hand account

  • How can I change my personal details (e-mail, addresses, etc.)?

    You can change your details in your ba&sh second hand account: The ba&sh second-hand login details are different from those for ba&sh. To log in to ba&sh second hand, you need to create a different account. Do you already have a ba&sh second hand account but it's not working? Please contact us using the form here.
  • Why are my first-hand and second-hand accounts different?

    The new site and the second-hand site are two separate sites. This means that the customer databases are not shared. That's why we're asking you to create a new account on the second-hand site. However, we suggest you use the same e-mail address for both accounts.
  • I want to delete my account

    To delete your account, please contact Customer Services

Orders, deliveries and returns

  • What are the delivery terms for purchases?

    We only deliver to France, Belgium, Germany, the Netherlands and Spain.
    Delivery is charged for (except during promotional periods) and takes a maximum of 5 working days. There are two delivery options: delivery to a collection point and home delivery without signature. Delivery charges are €4.90 for delivery to a collection point and €6.90 for home delivery in other countries.
  • How do I return a purchase?

    Returns are free of charge.

    You have 14 days from the date of receipt of your package to return an item.
    Did you order with a seconde-main.ba-sh.com account? Here are the steps to follow:

    1. Log in to your customer account
    2. Select the item(s) to be returned, specifying the reason for the return
    3. Download and print the return label
    4. Drop off your parcel at Post Office, Pickup point or Chronopost branch.

    Don't forget to keep your proof of postage!"

    We do not offer exchanges, only refunds for postal returns. Please place a new order online to get the item in another colour or different size.
  • What should I do if I have a quality problem?

    If you notice a defect or non-conformity, you can contact Customer Services. You will be asked to provide: - Your order number - The product reference, colour and size - An explanation of the problem - Photo(s)
  • How can I track the progress of my order?

    You can track the progress of your order at any time by clicking here.

Credit and vouchers

  • How do I use my credit?

    To use your credit, the money received after we have accepted your item, you must generate a voucher. To do this: - Go to "My credits" in your member account - Select "generate a voucher" - Choose which site you want your voucher for (new site, second hand site, in store). Choose the amount you want to generate - Once the voucher has been generated, you will receive a confirmation e-mail. All the vouchers generated are available in the "My credits" section.
  • Why is the amount of my credit different from the estimate?

    If you said that your item is new but our quality experts have found otherwise, your credit will be reduced. To determine whether an item is new, our quality experts use objective criteria: - The item has no defects and has never been worn - The item has all its original labels, including the purchase label
  • How do I use my voucher?

    Vouchers are valid for 12 months. They cannot be changed, refunded, cancelled or combined. Your voucher is valid only on the retail channel chosen when you generated your voucher in your customer account.
  • How long can I keep my credit?

    Your credit has no expiry date. However, if you choose to convert all or part of your credit into a voucher, you have 12 months in which to redeem your voucher.
  • How much will I receive?

    The trade-in price you are offered is calculated based on the garment's price when new, the year of its collection, its rarity and its condition. The amount you are offered is the amount that will be credited to you if the condition you state is the same as the condition when checked. This service is completely free of charge. We do not take commission.

In-store trade-ins

  • Where can I find a store near me to sell my items?

    Not all stores in the network are partners of the in-store trade-in service. Find out more about our participating stores here. Of course, you always have the option of sending your trade-in using the online service if there are no participating stores close to your home.
  • Do you need an appointment?

    You do not need an appointment to take a trade-in item into a store. Please note that some stores may restrict trade-ins on busy days/times.
  • Why can't I sell more than 5 items in store?

    To allow us to see as many customers as possible each day while keeping the store running smoothly, we limit the number of items that can be brought into our stores for trade-in to a maximum of 5 items at a time.
  • Can I use the voucher in store right away?

    Once the trade-in has been accepted, the voucher can be used immediately in store, on ba&sh second hand and on ba&sh.com.
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