This guide to FAQs should be your initial point of call, if you have any questions that aren’t answered here then please email us. We aim to respond within three to four working days.
FAQs for sellers
FAQs for buyers
For sellers:
Are WhoSki.com marketplace transactions secure and PCI-compliant?
WhoSki.com operates on the Sharetribe marketplace platform. Neither we nor Sharetribe store or process any credit card information. All credit card information is handled by Stripe, our payment gateway. Because of this, PCI-compliance is not directly applicable to WhoSki.com or Sharetribe. Stripe is fully PCI-compliant and a trusted payment processor. That said, WhoSki.com and Sharetribe take security issues very seriously and follow best practices to make sure that your data is safe.
How much commission do you charge?
We charge 20% commission on every sale. This includes commission charged by our trusted payment partner Stripe. We pass on 10% of our commission on every sale to our partner charity stem4.
How soon do I receive my money?
Once a transaction has been marked as ‘Completed’ by a buyer ie once the item has arrived and the buyer confirms they are happy with it, our payment provider Stripe begins the process of payment to your bank account. This can take up to eight days.
How should I photograph my items?
Get funky! Make the most of your outdoor clothing, equipment and ski wear: click here for top tips on making your items look great (including presentation and backgrounds). Remember, the better it looks the more likely it is to sell. Make sure you are clear about any damage or stains: honesty is the best policy.
What should I charge for shipping?
You can charge shipping in addition to the price you are asking for your item, if you choose.
To make sure it is an accurate cost, visit the Royal Mail website which will calculate postage costs according to the size, weight and destination of a package. WhoSki.com does not take commission on your shipping costs.
How do I send an item once it has sold?
Once the transaction is complete, make sure you send off the sold item as soon as you can. Wrap it securely in a tough outer layer – try and re-use any bags, boxes or envelopes that you have received items in previously, if undamaged. Turning a delivery bag inside out and sealing it securely with parcel tape is a good way to mail out clothing.
Make sure your address as vendor is displayed on the package as well as that of your WhoSki.com customer.
In addition to Royal Mail, you might also consider using an alternative delivery service. Experiences of various companies vary enormously, so ask around your friends / neighbours to see who they recommend.
You might want to try:
DHL: https://send.dhlparcel.co.uk/parcel-services/uk-parcel-sizes-and-pricing
DPD: https://www.dpdlocal-online.co.uk/
Using a private company can have the benefit of being cheaper than Royal Mail, and providing a tracking service. Communicate with your buyer and let them know your plans for delivery so they know when their clothing or equipment will arrive.
Why should I use WhoSki and not one of the big player websites?
We are a specialist outdoor activity, ski and winter sports clothing / equipment website. Because this is our business, we know and care about this market and provide you with a specialist customer base.
WhoSki.com sales are on a fixed-price basis rather than operated as an auction. This means you don’t have to deal with hagglers, and can sell as soon as you get a buyer.
Not only does selling and buying through WhoSki.com benefit your purse (and the environment, obvs), it also gives back through our charity donation. (We pass on 10% of our commission on every sale to teen mental health charity stem4.) Selling your pre-loved ski clothes, outdoor wear and equipment via WhoSki.com keeps them out of landfill and helps the environment. Read more about sustainable fashion here.
I changed my mind about selling an item: how can I remove it from sale?
It is possible to take down an item you no longer wish to sell. Make sure you are logged in, go to the page of the listing you wish to remove from sale and you will see you can EDIT / CLOSE / DELETE that listing. It is not possible to delete an item which has already been purchased.
I don’t agree with a review that has been written about me
It rarely happens, but if it does, it is good practice to respond by writing a comment replying to the review. Try not to sound annoyed or defensive – and if it is true, learn from it and move on so you can continue submitting great clothes via the WhoSki.com marketplace.
Stuff has been lost in the post, what should I do?
We advise all sellers to keep a receipt for items posted. In case of loss, please contact your mail company directly, who should be able to find a solution for you. Do also get in touch with the purchaser as you may need to reach an agreement via us and Stripe to resolve any issues.
The buyer hasn’t returned any goods yet wants a refund
If your purchaser is unhappy with the goods provided, they should liaise direct with you. If they say they have returned an item by post but it has not turned up, they should also produce a receipt from the mail company they used to return the goods. If you have not received the goods back then you should not be expected to refund the payment. It is the buyer’s duty to claim back from the mail company if an item is lost in return transit.
Funds will not be released to you the seller until the buyer has marked the transaction as ‘Completed’. There are limited circumstances under which this is acceptable, for example if the item is not as described. Should you and the buyer be unable to reach an agreement on an item, it will become a ‘Dispute’ for resolution by WhoSki.com administrators. Find out more about the Dispute Process here.
If your buyer has not marked the transaction as ‘Completed’, it is worth giving them a nudge to do so via the private WhoSki.com messaging system: go to your listing transaction and you will see how to do this.
What happens to the commission you charge if I refund a buyer?
If a refund is approved, we will refund the proportion of commission we take as the WhoSki.com fee, minus the charity element (ie 10% of our commission) which will not be refunded.
For buyers:
How can I pay?
We allow payments by Stripe which enables you to use major credit/debit cards and Apple Pay. Your details are completely safe as we use a reputable external payment services provider. We never have access to any details of your cards or accounts. Your purchase is covered by the usual Stripe conditions.
Once payment has been approved for the item you wish to buy, your seller will be notified automatically so they can dispatch it to you. Your address details are delivered via Stripe so make sure this information is current and correct.
Money will be held by Stripe and not released to the seller until you have marked the transaction as ‘Completed’. Please do so as soon as you are happy with the item received, as this enables Stripe to complete the payment process.
How do I buy an item on WhoSki.com?
Read tips for buyers and a detailed 10-point guide to buying on WhoSki.com here.
Stuff has been lost in the post, what should I do?
We advise all sellers to keep a receipt for items posted. In case of loss, please contact your mail company directly who should be able to find a solution for you. WhoSki.com is a platform that enables sales and purchases to be arranged direct between parties. Failing to provide items as described and paid for is a breach of our conditions and we reserve the right to terminate registration with WhoSki.com.
I’m not happy with the item purchased. How do I get a refund?
As with all interactions, polite, regular communication between buyers and sellers will help ensure transactions on WhoSki.com take place smoothly and in good faith.
We advise and urge all users of the WhoSki.com website to make every effort to agree amicably should there be a problem with an item that has been bought or sold via our platform. Please use the private messaging system between buyer and seller to come to an arrangement should you have a query about any items bought or sold on our site.
An item that is correctly described but that does not fit is not a good reason for a refund. Ditto an item that you simply don’t like when you see it in the flesh. Under these circumstances, you can only return it if your seller agrees to refund you. Let admin know and we will enable this if both parties agree. Alternatively, you could immediately relist the unwanted item on WhoSki.com for someone else to buy.
If agreement cannot be reached and a buyer wishes to have a refund of costs paid, they can open a Dispute into a transaction. Find out more about Disputes here.
What happens to the commission you charge if I refund a buyer?
If a refund is approved, we will refund the proportion of commission we take as the WhoSki.com fee, minus the charity element (ie 10% of our commission) which will not be refunded.