Customer Policy

To make shopping at LookBerry a safe and enjoyable experience, we have developed a number of policies and guidelines.

Many of them are based on local legal requirements as well as our experience. So, before you accept offers or buy from LookBerry, check out our customer policy below.

Frequently Asked Questions

Dishonest Customers Policy

Engaging in the activities described in this policy can result in a number of consequences, including loss of LookBerry's money-back guarantee, warnings, disabling from submitting complaints, and suspension of the account.

For more information, see the section on resolving payment disputes as a seller of managed payments. Engaging in the activities described in this policy can result in a number of consequences, including loss of LookBerry's money-back guarantee, warnings, disabling from submitting complaints, and suspension of the account. When we review a report of a user violating our policy, we consider other circumstances, including user history.

Prohibited behavior

Don't demand something that was not on the offer.

Unaccaptable:

• Requesting a delivery service not offered by the seller.
• Requesting shipment to an address other than the one provided at checkout.
• Requesting a payment method not offered at checkout.
• Requesting a partial refund without returning the item.
• Requesting additional items or services not included in the original offer.

Acceptable:

• Select one of the delivery services offered by the seller at checkout.
• Update the address in your LookBerry account before ordering.
• Pay for the item using the payment method offered at checkout.
• Pay within two days.
• Return goods in accordance with the seller's return policy.
• Purchase goods in accordance with the terms and conditions stated in the original offer.

Do not make false claims

You can:

• Claim that an item has not been received if the order details page has proof of delivery to the address.

You can’t:

• Claim that the item was not received if it was not delivered before the last estimated delivery date
• Claim if the item you received was not as described in the original offer.

Do not abuse returns.

Returns are not allowed:

• Returns of items different from the ones you received.
• Using or damaging the item and then returning it.

Returns are allowed:

• Return of an original product that was received in its original condition.
• Return of an item because it was not as described, if it was not correctly described.

Don't abuse the messages or offers on LookBerry

Not allowed:

• Sending messages to force or intimidate another member.
• Accepting an offer, but not paying for the product, not implementing the terms of the offer

Allowed:

• Using messages to ask questions, clarify the description or terms of the offer.

Do not abuse LookBerry's buyer protection programs or dispute resolution procedures

Not allowed:

• Harassing sellers because an item has not been received.
• Opening a refund request on LookBerry or other buyer protection case: if you have already received a refund from the seller / when you have not paid for the item / as a seller after a previous dispute.
• Filing duplicative disputes or asking for excessive payments.

Allowed:

• Opening a case with a money-back guarantee on LookBerry or opening a case in another buyer protection program after the item you received does not match the description.
• Opening a case with a refund guarantee on LookBerry or opening a case with another buyer protection program if you did not receive the item and were unable to resolve the problem with the seller.

Do not abuse LookBerry's buyer protection programs or dispute resolution procedures

Customers must pay for items they have accepted on the offer or committed to buy on LookBerry immediately at checkout in the Shopping Cart. Customers with many unpaid items or cancelled orders may face restrictions or lose their privileges to receive offers.

Additional Information

Acceptable purchasing practices include complying with the following rules.

Communication:

Your communication with sellers through "My LookBerry messages" or in the community forums must comply with our member communications policy.

Customs Declarations:

Asking a seller to falsely declare an item as a gift in a customs document is considered encouragement of illegal activity.

Unwanted and Malicious Buying:

We consider it inadvisable to accept offers or buy an item if you have no intention of completing the transaction.

Contact Information:

All LookBerry members must update their account information. We take action if we learn that a member has incorrect or missing contact information.

Why does LookBerry have these policies?

We want to make sure that LookBerry is a safe place to sell. To do this, we encourage our customers to meet certain standards. Otherwise, we take action against our customers and protect our sellers.

Violation of the LookBerry User Agreement

Learn about the rules and guidelines we have established to prevent violations of the User Agreement. All LookBerry users must comply with the LookBerry User Agreement.

When using LookBerry services, members must:

• Comply with our account usage policy.
• Comply with our LookBerry posting policies.
• Provide complete and accurate information in their offers.
• Avoid reposting items that we have removed because they violated the policy.
• Avoid providing false or incomplete information to circumvent our policies.
• Comply with our policies regarding what types of items can be placed on LookBerry.
• Offer different levels of retail services and keep our promises.

When using LookBerry services, participants must not:

• Sell counterfeit or illegal products.
• Do anything that could compromise the security or integrity of the LookBerry Marketplace.
• Create additional accounts to circumvent sales restrictions, purchase limits, suspensions, or manipulate any features of the site.
• Sell an LookBerry user ID or account without our permission.
• Collect information from LookBerry for use on another site.
• Personal Accounts, unlike Business Accounts, must not make offers on their own products.

Why does LookBerry have this policy?

This policy helps us maintain a fair and safe marketplace.

Offer Rejection Policy

Check out our guidelines for rejecting an offer and find out why we have rules to prevent members from getting an unfair advantage when they buy an item. We want to ensure fair trading for all of our users, so we only allow for the rejection of already accepted offers under certain circumstances. Read our policy on revoking an invalid offer.

When can I reject an offer?

An offer is a binding contract that remains in effect until the customer fulfills all the conditions specified by the seller in a particular offer. A seller can send an unlimited number of offers to users. After the offer has been accepted by the customer, they have to fulfill the conditions specified in it. You may withdraw an offerer only if the seller has significantly changed the product description or terms during discussions in private messages with the customer. Rejection for any other reason is not considered possible. Sometimes honest mistakes happen, so in some cases you are allowed to reject an offer. Check out the guidelines below. Make sure you follow these guidelines. If you don't, you may be subject to a number of sanctions, including restrictions on your buying and selling rights and suspension of your account.

Not allowed:

Examples of when you cannot reject an offer:

• You changed your mind about buying the product.
• You wanted to find out how the process works.
• You only wanted one item, but you accepted offers for several of the same items.
• You should only accept offers for multiple items if you intend to buy them all.

Allowed:

You may only cancel an offer if:

• Іnformation that significantly changed the product description was added after you accepted the offer. For example, the seller added information about the characteristics, condition of the product, criteria for photo/video of the product.

Why does LookBerry have this policy?

An offer is a binding contract between a customer and a seller. It is important to abide by this contract. Accepting and enforcing the terms of the offer affects your rating.

Offers to buy or sell outside of LookBerry

Learn why customers and sellers are not allowed to use the information they received on LookBerry to contact each other to buy or sell outside of LookBerry. Offering to buy or sell outside of LookBerry is prohibited. Buyers and sellers also can' t share contact information, including email addresses and phone numbers, before completing a transaction on LookBerry. Contacting another LookBerry member to discuss moving a purchase off the platform exposes both customer and seller to the risk of fraud. It also means that neither the buyer nor the seller is subject to our protection programs.

Customers and sellers may not:

• Engage in any activity with a user on the site to complete or facilitate a transaction outside of LookBerry.
• Share or request direct contact information prior to completing an offer.
• In any communications with another LookBerry member, reference or promote external websites that facilitate sales outside of LookBerry.
• Use contact information from an LookBerry transaction to offer to buy or sell an item outside the platform.
• List an item and then mention or make reference to additional identical or related items for sale outside of LookBerry.
• Offer catalogs or other items that are used to order goods directly outside of LookBerry.
• Make descriptions or upload images of items outside of LookBerry.

Customers and sellers must:

Make purchases on LookBerry to be covered by the platform's protection and money-back guarantee. Confirmation of a completed transaction on LookBerry can be obtained:

• By using LookBerry to make a purchase;
• By viewing purchases in your purchase or sales history;
• By using the Private Offer feature to send a customized offer and terms of sale to a specific customer.

If you receive an offer from a seller to complete a transaction outside of LookBerry, report it.

Why does LookBerry have this policy?

Offers to buy or sell outside of LookBerry pose a potential fraud risk to both buyers and sellers. Transactions made outside of LookBerry are not subject to LookBerry's protection programs and money-back guarantee.

Unpaid item policy

Learn about our policy on paying for items after a customer has accepted an offer or agreed to make a purchase.

Members must pay for items they purchased under the terms of the offer or commit to buy on LookBerry immediately after placing an order. When a participant accepts an offer or uses the "Buy" feature to purchase an item, they must complete the process by sending full payment to the seller. Customers must take into account:

• Shipping and handling costs and any terms and conditions the seller has included in the offer before deciding to buy.
• Offers can only be withdrawn on an exceptional basis.

The seller can cancel an unpaid order if the customer fails to make payment. Failure to pay for items is covered by our Unfair Customer Policy. All unpaid items are charged to the customer's account. Customers who have an excessive number of unpaid items or cancelled transactions may have restrictions or lose their privileges.

Managing unpaid items

• Sellers should avoid falsely cancelling orders after a customer has paid, otherwise their account is subject to a ban.

Why does LookBerry have this policy?

This policy ensures that customers follow our purchase guidelines to protect sellers and maintain a fair and safe marketplace.

Product Authenticity Guarantee

The LookBerry Authenticity Guarantee helps users buy with confidence while protecting merchants. They are physically checked by experts before being sent to the buyer or returned to the seller.

Frequently Asked Questions

Shoes

The guarantee of authenticity covers the following brands:

• Nike
• Adidas
• Jordans
• Yeezys
• New Balance
• Asics
• Vans
• Reebok
• Converse
• Puma
• A Bathing Ape
• Alexander McQueen
• Alexander Wang
• Balenciaga
• Burberry
• Buscemi
• Chanel
• Christian Louboutin
• Crocs
• Dior
• Dolce & Gabbana
• Fear of God
• Fendi
• Giuseppe Zanotti
• Givenchy
• Golden Goose
• Gucci
• Louis Vuitton
• MCM
• Maison Margiela
• Off-White
• Prada
• RHUDE
• Rick Owens
• Saint Laurent
• Salomon
• Valentino
• Versace Visvim
• Y-3
• YEEZY SEASON

Bags and wallets

The guarantee of authenticity applies to products of the following brands:

• Balenciaga
• Bottega Veneta
• Burberry
• Celine
• Chanel
• Chloe
• Dior
• Fendi
• Givenchy
• Goyard
• Gucci
• Hermes
• Judith Leiber
• Loewe
• Louis Vuitton
• MCM
• Prada
• Saint Laurent
• Salvatore Ferragamo
• Valentino

Items included in the LookBerry Authenticity Guarantee Program are marked with a blue checkmark. Shoppers will see it on the search results page while browsing the product, checking out, and browsing their purchase history. If the product does not match the description on the card or offer, it will be returned to the seller, and the buyer will receive their money back. The return policy applies if a buyer wishes to return an authenticated item. Please see our LookBerry Money Back Guarantee Policy for complete details.