Frequently Asked Questions

Trade-In

How it Works

How do I send in my items?

Use our free, convenient and insured shipping options:

  • Get a free Mail-In Kit that contains a prepaid shipping label, durable poly-mailer bag, and closet clean out guidelines. It typically takes 5-10 business days for our Trade-In Kit to reach you via DHL depending on your location in the U.S.

  • To send in your Trade-in items, please use the prepaid UPS shipping label included in your Trade-In Kit, and drop your package off at your nearest UPS office.

  • If you prefer to use your own packaging, instead of the Trade-In Kit, simply print out a prepaid UPS label and affix it to your package for shipment.

Does it cost anything to Trade In? Are there any fees?

There are absolutely no costs or fees. We never charge for shipping and there are no hidden fees associated.

Why Reloadable Fashion Trade-In Cards instead of cash?

Our Fashion Trade-in Card payments allow us to give you more for your items and pay upfront. With less waiting you can go from cleaning out your closet to shopping new seamlessly.

Is this consignment? Do I need to wait for my items to sell?

This is NOT consignment. We make you an upfront offer as soon as we receive your items. There is absolutely no waiting. You’ll be able to view, accept or decline your offer directly via your Material World Account Page, and in My Trade-Ins section.

Where will my offer be sent to?

It takes our buying team up to 7 business days to process and price your items once they have been delivered to our facility.

If it has been over 7 business days since you received the initial receipt email, please be sure to check your promotions, spam, and trash folders. Occasionally, our emailed offers land in folders outside of your inbox.
You can also log into your Material World Account to check up and review your offer.

Still nowhere to be found? No worries! Get in touch with our customer service team to obtain more information: info@materialworld.co or 866.674.5842.

Where do you come up with the item values?

We strive to offer the best give back for your items! Brand, category, style, and condition all play a role in our pricing decisions. Our core method is a dual process based on data collected from across the competitive resale market as well as the trained eyes of our expert merchandisers.

Do I get anything if I refer a friend?

Yes! Our referral program lets you earn 10% commission on your referral's trade-in values for a year. Your friend will earn an additional $25 on her first trade with Material World. No amount is taken out of their offer. The commission you receive is entirely separate. Your referral commission will be automatically added to your next trade-in redemption. To refer a friend, log in to your account and look under Referrals and share your Promo Code or Unique Invite Link to your friends.

What is a Fashion Trade-in Card?

The Material World Fashion Trade-in Card is a reloadable, federally-regulated debit card exclusive to your trade-ins. After accepting your offer and selecting to redeem your credit as a Fashion Trade-in Card, you can activate your card to shop new fashions at our network of 700+ online and in-store locations. To view the full list, visit www.materialworld.com/stores.

How do I get a Fashion Trade-in Card?

To register for a Fashion Trade-in Card, you must complete a trade-in. Once you have accepted your trade-in offer, you will be asked to complete all required registration fields. As soon as you verify your identity, your card will be mailed to you within 7-10 business days.

How long does it take to receive my Fashion Trade-in Card?

After successfully completing your first trade-in, your card should arrive in the mail in 7-10 business days.
Contact our Concierge department at 1-866-674-5842 or via email at info@materialwrld.com if you requested your card more than 10 business days ago and still have not received it.

Can my request for a Fashion Trade-in Card be denied?

No credit check is performed or required. Material World reserves the right to decline card applicants. Program requirements: US citizen or hold a valid passport and 18 years of age.

When will my trade-in kit arrive?

Our trade-in kits are sent via DHL. It typically takes 5-10 business days for them to arrive, depending on geographical location.

What is the minimum age to sign up for a Fashion Trade-in Card?

You must be at least 18 years of age (or older if residing in a state where the majority age is older) to sign up for the Fashion Trade-in Card.

Can I get a Fashion Trade-in Card if I’m not a U.S. citizen?

Any resident of the United States with Social Security number and a verifiable physical U.S. street address (no P.O. Boxes) may sign-up for a Fashion Trade-in card. We do not offer Fashion Trade-in Cards to residents of Puerto Rico, Guam, the U.S. Virgin Islands, American Samoa, or other U.S. territories.

What information must I provide when signing up for the card?

You will need to enter an email address and password for your login information, and create a profile with your name, home address (no P.O. Boxes), date of birth, and other information that will allow us to identify you. Please make sure to use a valid home address to which you can receive your Fashion Trade-In card to.
You must also read and agree to the Cardholder Agreement and Privacy Statement.

I was not approved for the Fashion Trade-in card. What do I do now?

Please make sure the registration information you provided is correct and resubmit your information. If the second attempt is still unsuccessful, an automated email asking for further identity verification will be sent to you for a secure, manual validation process. If you continue to have issues signing up for your Fashion Trade-in Card, please contact our Concierge Department at 1(866) 674-5842 or via email at cs@materialworld.co for assistance.

When will I receive my offer?

It takes 4-7 business days from receipt of your package for our expert merchandising team to review and price your items. Once your offer is complete, you will receive an e-mailed notification with a link to review your offer in your Material World account. Simply follow the provided link or login to your account to view and enter your offer selection.

Is the Fashion Trade-in Card a credit card or debit card?

The Fashion Trade-in Card is a prepaid, reloadable debit card that you fund with your trade-in offer earnings. There is no line of credit or finance charges associated with your card. Since it is federally-regulated, there is a short online registration form that must be completed for identity verification. We will reach out to you by email if additional information is needed to complete the registration. You can choose to load in your trade-in credits onto your Fashion Trade-In card card each time you complete a trade-in, by simply accepting your offers. Please refer to the Cardholder Agreement for more information.

Does the Fashion Trade-in Card affect my credit score?

No, the card does not affect your credit score because it is prepaid and reloadable.

When will I get my gift card?

Turn around times varies by gift card. E-cards are delivered via email within 1-2 business days of your selection. Physical gift cards are shipped with tracking via UPS/USPS and delivery generally takes 3-7 business days.

I received a receipt confirmation email, but no offer email?

If it has been over 7 business days since you received the initial receipt email, please be sure to check your promotions, spam, and trash folders. Occasionally, our emailed offers land in folders outside of your inbox.
Still nowhere to be found? No worries! You can log in to your Material World account, and click on My Trade-Ins to review, accept or decline your offers.

What We Accept

What items can I Trade In?
  • Women's clothing, handbags, shoes, and accessories from 230+ designer and contemporary brands.
  • Authentic only
  • Excellent to like-new condition
  • Freshly laundered, stain and defect free.
  • No items from brands not on our list
  • No jewelry or watches

We add new brands every month. If you have any questions about acceptance policies, please email us or call us at 866-674-5842.

What items are NOT accepted?

We do not accept:

  • Any items not from our accepted brand lists.
  • No Men's, Children's, Swimwear, Leggings, Tees, Jerseys, Accessories, Vintage
  • Items with defects. View our Quality Standards Guide for more information
  • Items that have been altered
  • Items that you would not be comfortable giving to a friend as a gift
What do you do with the items you accept?

We sell the items we accept to assure they find new homes through our Pre-Owned e-commerce shop.
Visit our site to make your selection and shop your items using your Fashion Trade-In Card or credit card.

How do I know if you will accept my items?

If you follow all of our Brands and Quality Standards Guide, the chances of us accepting your items will be very high.

Think about what you'd gift to a friend - that should be the gauge for deciding what to Trade-In. No stains, rips, odors, or missing parts.

You'll be notified by email to review your offer once made by our team of expert buyers. You can access your offer(s) directly from your Material World account. Simply log-in and click on My Trade-Ins to view, accept or decline your offer(s).

What if an item is not accepted?

It's your choice. Donate it or have it returned free of charge.

Option A - Donate to Charity:

  • Help a disadvantaged family by donating to Housing Works.
  • Your clothes find a new appreciative and meaningful home.
  • Receive a tax deduction when you file. You'll be able to download it directly from your Material World account page.
  • Your closet has room for new fashions.

Option B - Returned To You Free of Charge:

  • Shipping for returns is also on us.
  • Return some, donate others! You have total control.
Can I suggest a brand to start accepting?

Yes! We love to hear what brands our sellers love and update our brand lists every month.

Please email us at: info@materialworld.co

Is there a minimum or maximum number of items I need to send?

Absolutely not! You may trade-in as few or as many items at a time, and as frequently or infrequently as you wish to do so. There are no extra fees or shipping charges involved.

The mailer bags included in our Trade-In Kit usually fit ~30 clothing items, but you are more than welcome to request multiple kits or use your own box and the prepaid shipping label to send more items.

Shipping and Insurance

What are the shipping options?

Use one of our free, convenient and insured shipping options.

  • Get a free Trade-In Kit that contains a prepaid UPS shipping label, durable mailer bag, and closet clean out guidelines. It usually takes 4-10 business days for our Trade-In Kit to reach you via DHL depending on your location in the U.S.

  • Skip the kit and get an electronic UPS pre-paid shipping label sent directly to your email. Download, print this label and affix it to a box from home.
    Please allow 3-5 business days transit time for your items to reach us. Your items will then be processed within 4-7 business days of receipt.

Is shipping always free?

Yes! Shipping is always free. This includes shipping to us and any returns you may have.

Is shipping insured?

Yes, all packages are secured directly by the shippers.

Do I need to include anything additional in my shipment?

There is no need to include any additional paperwork in your shipment. As long as you use the prepaid shipping label we provided, we will be able to track your package and account for all your items. We do provide an optional packing list for customers who prefer listing out their items.

How do I know when you have received my items?

We work closely with UPS and keep a close eye on our incoming packages. Once they arrive, we will send you an email confirming the receipt of your items.
You can also login to your account and click on My Trade-Ins to check for status updates.

I want to return a pre-owned item and also trade-in, can I send in everything in the same package?

To ensure quality control and smooth processing, we ask that any trade-ins and item returns from purchases made on our Pre-Owned e-commerce shop be mailed separately. If you did include your return with your trade-in, we will process the items as trade-in items and you will receive an offer for them.

You can request a trade-in kit or label here: https://www.materialworld.co/trade-in/get-started/

To return an Pre-Owned e-commerce purchase, simply use the USPS prepaid shipping label already included in your package.

Donations

Where do you send the items I choose to donate?

We send all donations to our partner Housing Works, a local charity committed to ending the crises of AIDS and homelessness.

Is my donation tax deductible?

Absolutely! Our itemized offer note can be used as a receipt when you file your taxes. If you're unsure what value to assign each item, our quote calculator serves as a great tool.

How do I get a receipt for my donation?

You will be able to download your receipt directly from your Material World account, by clicking on Donations.

Payments and Shopping New

When will I get my Fashion Trade-in Card?

Once you complete your first trade-in, accept your offer and select to redeem your credit with the Fashion Trade-in Card, you will need to submit information to register for the card online. Once you are approved, your Fashion Trade-in Card will be mailed to your home in 7-10 business days.

How do I activate my card?

Once you receive your card you can activate it through our website by logging in to your account at www.materialworld.co/activate, or by calling Card Services (24 hours) at 1 (855) 596-7069.

What is a Personal Identification Number (PIN)?

A PIN is a 4-digit security feature. A PIN is used when making PIN-based purchases. Please remember to keep your PIN safe and do not write it on your card. When selecting a PIN, do not use numbers or words that appear in your wallet (e.g., your date of birth, address, social security number). Memorize your PIN and do not share it with anyone else.

How do I select and set up my Personal Identification Number (PIN)?

When you activate your Fashion Trade-in Card, you will be prompted to enter in your 4-digit security feature.

How do I load funds to my Fashion Trade-in Card?

To load funds onto your Fashion Trade-In Card, simply trade-in and accept your offer by logging into your account and clicking on Review Offer. You can then confirm your offer selections by clicking on Make Selections. The value will automatically be loaded onto your card once you select to redeem your earnings.

Do I use Debit or Credit to process my transactions?

You can either use “DEBIT” or “CREDIT” to process your transactions. Both options will work.

Can I use cash to load funds to my Fashion Trade-in Card?

No, the card must be linked to your Material World account and can only be re-loaded with trade-in earnings.

How long does it take for earnings to transfer to my Fashion Trade-in card?

For your first trade-in, as soon as you activate your card, your trade-in earnings are immediately available for usage. Once you’ve activated your card, for consecutive trade-ins, earnings will automatically be loaded onto your card each time you accept the offer and redeem your trade-in earnings. Your new trade-in earnings will then be available for immediate use.

How many accounts can I link to my Fashion Trade-in Card?

Since the Fashion Trade-In Card is an issued debit card, it must be linked to your Material World account and name upon initial activation. You can only have one account linked to your card.

Where is my Fashion Trade-in Card Accepted?

You can enjoy shopping with your Fashion Trade-in Card at 700+ online and in-store locations. To view the full list, click here.
You can also use your Fashion Trade-In card to shop at our Pre-Owned e-commerce shop.

Can I use my card to shop and pay bills online?

No, your Fashion Trade-in Card can only be used to shop fashions at 700+ online and in-store locations, as well as on our Pre-Owned e-commerce shop. To view the full list, visit www.materialworld.com/stores

Can I use my Fashion Trade-In card for purchases online and in-store?

Your Fashion Trade-In card is valid at any of the 700+ online and in-store locations, as well as on our Pre-Owned e-commerce shop.
To view the full list of accepted stores, visit www.materialworld.com/stores

Can I get cash back with my Fashion Trade-in Card?

No, you cannot get cash back with your Card.

Can I use my card at an ATM?

No, the Fashion Trade-in Card cannot be used at an ATM or for cash back transactions.

My transaction shows it’s “Pending”? Are these funds available to me?

A purchase transaction may read as “pending” until the merchant sends the final transaction amount. This can take up to 24hrs to process. Pending funds are not available until that time.
Please contact our Card Services if you have any questions at 1-(855) 596-7069.

What happens if I don’t have enough funds on my card to process a transaction?

If you do not have sufficient funds available on your card to process a transaction, you can request that the merchant charge a part of the purchase to your card and pay the remaining amount with cash or another card. These are called “split transactions.” Some merchants do not allow cardholders to conduct split transactions. If an authorization request for more than the available balance on your card is received, it will be declined.

What happens if I return merchandise or cancel a transaction?

If a merchant gives you a credit for merchandise returns or adjustments, the merchant may do so by processing a credit adjustment, which we will credit to the available funds on your Fashion Trade-in Card Account. We are not responsible for the delivery, quality, safety, legality, or any other aspects of goods and services that you purchase with your Card.

Are there any limits to how much money I can load or spend with my Fashion Trade-in Card?

The maximum amount that can be initially loaded to your Card Account is $5,000.00. The maximum amount that can be spent using your Card Account is $5,000.00 per day. The maximum value of your Card Account at any time may be $5,000.00. In order to protect your Card Account, we may temporarily impose limits on the dollar amount, number, and type of transactions performed using your Card and your Card Account.

To the extent permitted by applicable law, we reserve the right to: (a) change the transaction limits; (b) limit, block, or place a hold on certain types of transfers or transactions: and (c) limit, suspend, or block transfers from particular persons, entities, or Card Accounts.

Why do some items add directly to my cart while others take me to external retailer websites to check out?

We offer both New and Pre-Owned shopping options at Material World. Any purchases made with our affiliate retailer partners will take you directly to their websites for checkout. When purchasing any of our Pre-Owned items, you will remain on materialworld.co to check out through us.

Can I do a split payment with my Fashion Trade-In Card?

To do a split payment in-store with your Fashion Trade-In Card and another form of payment, simply ask the sales clerk to input the amount available on your Fashion Trade-In Card and provide another form of payment to complete the purchase. Please note that you can only use up to the amount that is available on your card.

This option is unfortunately not yet available for online purchases using the Fashion Trade-In Card.

How do I use my Fashion Trade-In Card online?

The Fashion Trade-In Card operates like a regular debit card for online purchases. Make sure you are shopping on one of our partnering stores, and input the numbers on the front and back of your card in the requested fields. Please note that the card is issued by Discover so this will be indicated in the related field.

You can only use up to the amount that is available on your card. Split payments are not yet an option for online payments with the Fashion Trade-In Card.

Can I use my Fashion Trade-In Card on Material World?

Yes! You can use your Fashion Trade-In Card to shop pre-owned items on our Pre-owned e-commerce shop. Happy Shopping!

How do I use my Fashion Trade-In Card in store?

When shopping in-store, simply have the sales clerk process your card as a Debit card and input the 4 digit PIN code associated with your card when prompted.
Please note that you can only use up to the amount that is available on your card.

How do I reload my Fashion Trade-In Card?

To reload your Fashion Trade-in card, simply trade-in. As soon as you accept your offer, your credit will automatically be loaded onto your card so you can enjoy shopping new.

Managing My Account

Can I get a new Personal Identification Number (PIN) or change an existing PIN?

Yes, to get a new PIN or change your current PIN number please log in at materialworld.co/activate OR call Card Services toll-free 1-855-596-7069 (24 hours).

Why do I need a password?

A password helps protect your account security when you log in to your Material World account.

What if I forget my password?

You can change your password by going to www.materialworld.co and following the “forgot password” instructions at login.

How do I change my PIN?

To get a new PIN or change your current PIN number please call Card Services toll-free 1-855-596-7069 (24 hours).

Where can I view my transaction history?

To view your Pre-Owned transaction history, log into your account at www.materialworld.co, and select Purchases.

To view your FTC card transaction history, log into your account at www.materialworld.co, and select My Card.
In case of a refund, please allow for an extra couple of hours for the refund to be processed back onto your card.

How do I check my Fashion Trade-in Card balance?

To check your card balance, login to your account online at www.materialworld.co OR
call Card Services toll-free 1-855-596-7069 (24 hours) OR simply text 1-866-957-1815: BAL for your card balance.

Standard text messaging fees may apply.

What do I do if my Fashion Trade-in Card is lost or stolen?

If you believe (a) your Card has been stolen or lost, (b) someone has gained unauthorized access to your PIN, or (c) someone has transferred or may transfer funds from your Card Account without your permission. Contact Card Services (24 hours) immediately at 1-855-596-7069.

How do I dispute a transaction?

If you suspect an error, have questions about a transaction or want to dispute a transaction, contact us as soon as possible at info@materialworld.co or at 1 (800) 825-4902.

If I lose my card, will I lose all the funds on the card?

No, you will not lose the trade-in funds you have earned. Simply contact Card Services (24 hours) immediately at 1-855-596-7069 to cancel your current card and request a new one.

Am I responsible for any unauthorized use of my card?

Under Discover Operating Regulations, your liability for unauthorized Discover debit transactions on your card account that are processed on the PULSE® network is zero if you notify Card Services at 1-855-596-7069 within two (2) business days and you are not grossly negligent or fraudulent in the handling of your card. Discover’s fraud liability guarantee does not apply to any debit transaction using your card that is processed on any other network.

If we determine that you are grossly negligent in handling your card, if you have reported more than two (2) unauthorized Discover debit transactions in the last twelve (12) months, if you derived benefit from the unauthorized use of the card, or if your debit transaction using your card is processed on any other network, your liability will fall under [[Section 23]] of the Cardholder Agreement detailing your liability for unauthorized transactions. See the Cardholder Agreement for additional program details.

Can I get a Fashion Trade-in Card if I’m not a U.S. citizen?

In these cases, our card provider will request additional information to process your registration such as a copy of your passport.

Security And Personal Information

Why are you asking for my personal information?

The Fashion Trade-in Card is subject to certain federal banking rules and regulations so we are required to obtain a minimum amount of information from customers before they register a new card. To register for a Fashion Trade-in Card, you must complete a trade-in. Once you have accepted your trade-in offer and redeem your earnings, you will be asked to complete all required registration fields. You will need to provide your name, date of birth, address, email address, social security number, user name and password. This identity verification is to protect against or prevent actual or potential fraud, unauthorized transactions, or other liability.

Is my email address or other personal information shared with others?

Absolutely not! Your privacy is very important to us. We may disclose information to third parties about you, your Card and Card Account, and transactions related thereto: (a) as necessary to effect, administer, or enforce a transaction requested or authorized by you; (b) with your consent; (c) to protect against or prevent actual or potential fraud, unauthorized transactions, or other liability; (d) to comply with government agency or court orders; (e) as permitted and required by applicable law; and (f) as otherwise provided in our Privacy Policy. You understand that by participating in the Program, you consent to the collection, use, and disclosure of your information as set forth in this Agreement and our Privacy Policy available on the Website.

How secure is the personal information that I enter on the website?

We take the security of your information seriously. Information entered on the website is never published or shared. You are not required to provide any bank account information for the Fashion Trade-in Card program.

How do I edit my personal information associated with my Fashion Trade-in Card (address, phone number, email, etc)?

To update your personal information you may login to your account online at www.materialwrold.co OR contact our Concierge department at 1 (800) 825-4902 or you may send us an email at info@materialworld.co.

Shop

Payments and Shopping New

When will I get my Fashion Trade-in Card?

Once you complete your first trade-in, accept your offer and select to redeem your credit with the Fashion Trade-in Card, you will need to submit information to register for the card online. Once you are approved, your Fashion Trade-in Card will be mailed to your home in 7-10 business days.

How do I activate my card?

Once you receive your card you can activate it through our website by logging in to your account at www.materialworld.co/activate, or by calling Card Services (24 hours) at 1 (855) 596-7069.

What is a Personal Identification Number (PIN)?

A PIN is a 4-digit security feature. A PIN is used when making PIN-based purchases. Please remember to keep your PIN safe and do not write it on your card. When selecting a PIN, do not use numbers or words that appear in your wallet (e.g., your date of birth, address, social security number). Memorize your PIN and do not share it with anyone else.

How do I select and set up my Personal Identification Number (PIN)?

When you activate your Fashion Trade-in Card, you will be prompted to enter in your 4-digit security feature.

How do I load funds to my Fashion Trade-in Card?

To load funds onto your Fashion Trade-In Card, simply trade-in and accept your offer by logging into your account and clicking on Review Offer. You can then confirm your offer selections by clicking on Make Selections. The value will automatically be loaded onto your card once you select to redeem your earnings.

Do I use Debit or Credit to process my transactions?

You can either use “DEBIT” or “CREDIT” to process your transactions. Both options will work.

Can I use cash to load funds to my Fashion Trade-in Card?

No, the card must be linked to your Material World account and can only be re-loaded with trade-in earnings.

How long does it take for earnings to transfer to my Fashion Trade-in card?

For your first trade-in, as soon as you activate your card, your trade-in earnings are immediately available for usage. Once you’ve activated your card, for consecutive trade-ins, earnings will automatically be loaded onto your card each time you accept the offer and redeem your trade-in earnings. Your new trade-in earnings will then be available for immediate use.

How many accounts can I link to my Fashion Trade-in Card?

Since the Fashion Trade-In Card is an issued debit card, it must be linked to your Material World account and name upon initial activation. You can only have one account linked to your card.

Where is my Fashion Trade-in Card Accepted?

You can enjoy shopping with your Fashion Trade-in Card at 700+ online and in-store locations. To view the full list, click here.
You can also use your Fashion Trade-In card to shop at our Pre-Owned e-commerce shop.

Can I use my card to shop and pay bills online?

No, your Fashion Trade-in Card can only be used to shop fashions at 700+ online and in-store locations, as well as on our Pre-Owned e-commerce shop. To view the full list, visit www.materialworld.com/stores

Can I use my Fashion Trade-In card for purchases online and in-store?

Your Fashion Trade-In card is valid at any of the 700+ online and in-store locations, as well as on our Pre-Owned e-commerce shop.
To view the full list of accepted stores, visit www.materialworld.com/stores

Can I get cash back with my Fashion Trade-in Card?

No, you cannot get cash back with your Card.

Can I use my card at an ATM?

No, the Fashion Trade-in Card cannot be used at an ATM or for cash back transactions.

My transaction shows it’s “Pending”? Are these funds available to me?

A purchase transaction may read as “pending” until the merchant sends the final transaction amount. This can take up to 24hrs to process. Pending funds are not available until that time.
Please contact our Card Services if you have any questions at 1-(855) 596-7069.

What happens if I don’t have enough funds on my card to process a transaction?

If you do not have sufficient funds available on your card to process a transaction, you can request that the merchant charge a part of the purchase to your card and pay the remaining amount with cash or another card. These are called “split transactions.” Some merchants do not allow cardholders to conduct split transactions. If an authorization request for more than the available balance on your card is received, it will be declined.

What happens if I return merchandise or cancel a transaction?

If a merchant gives you a credit for merchandise returns or adjustments, the merchant may do so by processing a credit adjustment, which we will credit to the available funds on your Fashion Trade-in Card Account. We are not responsible for the delivery, quality, safety, legality, or any other aspects of goods and services that you purchase with your Card.

Are there any limits to how much money I can load or spend with my Fashion Trade-in Card?

The maximum amount that can be initially loaded to your Card Account is $5,000.00. The maximum amount that can be spent using your Card Account is $5,000.00 per day. The maximum value of your Card Account at any time may be $5,000.00. In order to protect your Card Account, we may temporarily impose limits on the dollar amount, number, and type of transactions performed using your Card and your Card Account.

To the extent permitted by applicable law, we reserve the right to: (a) change the transaction limits; (b) limit, block, or place a hold on certain types of transfers or transactions: and (c) limit, suspend, or block transfers from particular persons, entities, or Card Accounts.

Why do some items add directly to my cart while others take me to external retailer websites to check out?

We offer both New and Pre-Owned shopping options at Material World. Any purchases made with our affiliate retailer partners will take you directly to their websites for checkout. When purchasing any of our Pre-Owned items, you will remain on materialworld.co to check out through us.

Can I do a split payment with my Fashion Trade-In Card?

To do a split payment in-store with your Fashion Trade-In Card and another form of payment, simply ask the sales clerk to input the amount available on your Fashion Trade-In Card and provide another form of payment to complete the purchase. Please note that you can only use up to the amount that is available on your card.

This option is unfortunately not yet available for online purchases using the Fashion Trade-In Card.

How do I use my Fashion Trade-In Card online?

The Fashion Trade-In Card operates like a regular debit card for online purchases. Make sure you are shopping on one of our partnering stores, and input the numbers on the front and back of your card in the requested fields. Please note that the card is issued by Discover so this will be indicated in the related field.

You can only use up to the amount that is available on your card. Split payments are not yet an option for online payments with the Fashion Trade-In Card.

Can I use my Fashion Trade-In Card on Material World?

Yes! You can use your Fashion Trade-In Card to shop pre-owned items on our Pre-owned e-commerce shop. Happy Shopping!

How do I use my Fashion Trade-In Card in store?

When shopping in-store, simply have the sales clerk process your card as a Debit card and input the 4 digit PIN code associated with your card when prompted.
Please note that you can only use up to the amount that is available on your card.

How do I reload my Fashion Trade-In Card?

To reload your Fashion Trade-in card, simply trade-in. As soon as you accept your offer, your credit will automatically be loaded onto your card so you can enjoy shopping new.

Pre-Owned Shopping

If there is a tag in the photo, does that make the item New With Tags?

The tag you see is a Material World tag that we use to identify the item, not the item's original price tag.

Why isn’t my promotion code working?

Check to ensure that your promotion code has not expired and has been inputted correctly as it is case sensitive. If these reasons don’t apply, please contact our Customer team at shop@materialworld.co and we’ll help you find a resolution.

What payment options are available?

We accept all major credit cards, the Material World Fashion Trade-In Card, and PayPal as forms of payment.

What condition are the items in?

Our items are carefully screened and selected for quality. We have items ranging from New With Tags to items in Good Pre-Owned Condition.

Why do you only have one size/color in each item?

We collect our one of a kind items through a number of channels, but mostly personal closets and therefore we often only have one size or color at any given time.

Shipping and Returns

When will I receive my refund?

We process all refunds within two business days of receiving the return package at our office.

Do you accept exchanges?

We do not accept exchanges at this time. Our inventory is full of one of a kind items so be sure to make your desired purchase as soon as you can. The item you are returning will be refunded upon receipt and inspection.

What is your return policy?

Shop with confidence; we guarantee the authenticity and condition of each item we sell. If you are not completely satisfied with your purchase, we are happy to accept merchandise in its original condition.

We offer full item refunds within 30 days of your receipt, and provide a free return label. Return shipping is complimentary, but please note that refunds will not include any original shipping charges.

We ask that you do not remove any tags attached to your item and that you return your purchase in the condition you received it within 30 days of your receipt.

Is signature required on my shipment?

Your parcel may require a signature confirmation depending on the item’s value. Typically purchases that exceed $200 will have this requirement.

Do you offer international shipping?

At this time, we are not offering international shipping.

What does shipping cost?

Shipping is calculated by order price. Orders under $100 are $5.95, orders over $100 are $9.95 per shipment.

All orders are shipped via USPS First Class or Priority Mail.

I purchased something I found on your website but I checked out with a different retailer. Where do I return it?

If you checked out for an item through another retailer (Neiman Marcus, Shopbop, Nordstrom, etc...), you can return the item through that retailer.

If you checked out through Material World for a Pre-Owned purchase, you can return the item by using the prepaid shipping label included in your package at receipt. Please note, items must be returned in their original condition, 30 days after receipt.

Authentication

Are your products guaranteed authentic?

Yes, all of our products are guaranteed authentic. We take pride in our authentication expertise; all of our items go through a strict inspection process by our team of authentication professionals. If we suspect a submitted trade-in item is unauthentic, we will not accept it into our inventory.

What is your authentication process?

Our experienced authenticators are knowledgeable in brand history as well as brand-specific assets like serial numbers, hardware and constructions. We carefully examine all details and intangible assets—craftsmanship and quality— to ensure the established manufacturer's quality standards has been met.

Below are our in-house authentication tips if you’d like to learn more about brand-specific assets:

How To Authenticate Christian Louboutin Shoes
How To Authenticate Mulberry Handbags
How To Authenticate Balenciaga Handbags
How To Authenticate Louis Vuitton Handbags

I would like an authenticity question answered regarding a specific product. What should I do?

If you have any questions regarding an item you are interested in or have purchased from us, please do not hesitate to email our team at info@materialworld.co. We are here to answer any questions!

My Orders

What if I need to change my order?

Because we aim to ship all items within two business days of payment, we may not be able to make changes to an order once it has been paid for. If you must make changes to an order, we recommend calling our Customer team immediately so that they can make the necessary updates. Requests via e-mail may not always be honored.

What’s the status of my order?

We ship all items within three business days of payment. Once your item has been shipped, you will receive an email with the tracking information.