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.