FAQs

BUYING

Before ordering

  • Want to know more about the color, size or condition of a particular item? No problem! Ask our members directly to make sure you make the right choice.

    To do this, you can leave a comment directly on the item’s listing.

    Sellers are immediately alerted to any new comments left on their item’s listing, meaning they can reply to any questions promptly.

  • The Make an Offer option allows you to offer a lower price for an item and submit it for the Seller’s consideration - so if you’re up for a little haggling, this could be great for you!

    Sellers can choose whether or not to enable this option on their items, so if you can’t see Make an Offer on an item’s listing it means the Seller has chosen not to activate it.

    Important: When you Make an Offer, it can’t be less than 60% of the original sale price. So if a jacket is on sale for AED1000, your offer can’t be lower than AED 600.

Checkout and payment

  • We currently accept all major credit and debit cards, including but not limited to: Visa, Mastercards and Amex.

    • Add your chosen item to your shopping bag, then proceed to checkout.

    • Review your shipping and authentication costs if applicable, then click Next.

    • Check your delivery address before proceeding to the payment section.

    • Choose your preferred method of payment, then click Pay.

    • If you are paying with a bank card, fill in the necessary information.

    Your item has now been ordered, and the seller has 48 hours to accept or reject the order.

    Good to know - Payment is taken when you finalize your order and is not linked to when the item is sent by the seller.

  • For receipt & invoice please contact us Support@dwisi.com

    or via the app: Me -> Menu ☰ -> Need help -> ‘‘Chat with us’’

  • You can enter a promotional code during the checkout process for an item you'd like to buy. On the App: On the Payment page of the checkout process, you’ll see the option to Enter Promotional Code under the heading Discount. Once you’ve entered the code, click Apply.

  • You can save or delete your payment method at the time of checkout when buying an item, the App will ask you to enter your new card details and save them automatically.

Shipping & delivery

  • DWISI has appointed a courier service that ensures secure delivery of the Product(s) for a cost of 25 AED to be paid at checkout.

    If you order from several sellers, the shipping costs for each of the items will be calculated separately and then added up.

  • If you are absent or miss the delivery of your item, the carrier will contact you to let you know the next steps. Depending on the carrier, they may advise you that you can rearrange a delivery window during which they can successfully deliver the item

  • If you have not yet placed an order:

    You can edit your delivery address at the time of checkout where the app will ask you to which delivery address would you like your order to be delivered

    If you have already placed an order:

    You can share your prefered delivery address with our courier agent when He/She calls you to schedule the delivery.

    For further inquiry, please contact us on Support@dwisi.com or chat with us on the app: Me -> Menu -> Need help -> ‘‘Chat with us’’

  • Estimated delivery times: between 3 to 7 days.

    We'll be keeping you updated every step of the way via email and in your app: Me -> Menu ☰ -> Purchased items -> ‘‘Order tracking’’.

    The delivery time of an item depends on the seller’s handling time. The seller has 48h to hand over the order to our courier agent after she/he has accepted the sale. If the seller fails to hand over the item(s) to the courier agent within this timeframe, the order will be automatically canceled and a full refund immediately processed.

  • You can track your order in the app:

    Me -> Menu -> Purchased items -> ‘‘Order tracking’’

  • The seller has up to 48H after her/his acceptance of the order to handover the order to our courier agent.

Quality Control & Authenticity

  • All items ordered with Authentication are shipped to our hub and carefully checked by our expert teams before being shipped to you - offering additional peace of mind.

  • We want all our members to discover, buy and sell luxury pre-loved fashion with confidence. For this reason, we take questions of authenticity very seriously.

    All items bought with Authentication are being verified in our fulfilment hub and will be shipped to you only after having passed the authentication process.

    However, you may return the product if you are able to provide a counter expertise from a legit company that is expert in authentication from the brand related stating it is a counterfeit.

  • DWISI's authentication team will carefully perform a check of the Product before being delivered. The Authentication Fee paid by the buyer covers these checks.

  • Upon delivery, if the purchased Product does not comply significantly with its description on the Product Page, you can report an issue

    Open the DWISI app: Me → Menu → Purchased items → Click on the item concerned → Click on ''report an issue''

    Note: After the item has been delivered, you have 48 hours to report an issue. After this time, the order will be completed.

 

Order issues

  • Uppon delivery, if the purchased Product does not comply significantly with its description in the Product Page , you can report an issue in Me → Menu → Purchased items → Click on the item concerned → Click on ''report an issue''.

    If we haven’t heard from you within 48 hours of the item’s delivery, we’ll assume that everything’s perfect. So the sooner you get in touch, the sooner we can set things right.

  • The seller might have rejected your order because the item is no longer available.

    In that case you will be refunded on the method of payment used to pay for the Order within 5 working days.

Cancel an order

  • If the seller did not confirm the sale yet, you can still cancel your order.

    In the App, go to: Me -> Purchased items -> ⋮ -> Cancel order

    Unfortunately, an order cannot be canceled after the seller has confirmed the order.

Refund

  • We like to keep things simple, so we process refunds to the same method of payment you used to place the order so that it reaches you as quickly as possible. Once a refund has been processed, you will see it reflected within 5 working days - though this may be shorter depending on your payment method.

    We’ll send you an email to confirm exactly when your refund has been processed and when you can expect to receive it.

  • Please contact us: support@dwisi.com

    or via the app: Me -> Menu ☰ -> Need help -> ‘‘Chat with us’’

Return

  • Please refer to DWISI Terms and Condition

  • Uppon delivery, if the purchased product does not comply significantly with its description in the product Page , you can report an issue in Me → Menu → Purchased items → Click on the item concerned → Click on ''report an issue''. Our customer care team will then assist you.

    If we haven’t heard from you within 48 hours of the item’s delivery, we’ll assume that everything’s perfect. So the sooner you get in touch, the sooner we can set things right.

  • If our customer care team approves your report, the sale will be cancelled and our delivery agent will contact you to schedule the collection of the item(s) to be returned.

Others

  • Once your order is confirmed by the seller, it will be collected by our delivery agent and taken to our fulfilment hub.

    The item(s) will then be checked by our Authentication and Quality check team before being shipped to you.

    The entire process takes between 2 to 7 working days.

    If your item(s) failed the Authentication or the Conformity check, you will receive a full refund.

    If your item(s) could not be collected from the seller, you will receive a full refund.

  • DWISI operates in UAE only.

Others

SELLING

  • DWISI is not a consignment store but an online, peer-to-peer marketplace for buying and selling designer fashion.

    It takes less than 60 seconds for anyone in the UAE to list an item for sale on the DWISI app.

    A notification and email will be sent to you when the item sells, and then our driver will come and collect it for you.

 

My listings

  • Log in to your account or create a new one, then:

    On the App: Click on the "+" button in the navigation bar at the bottom of your screen

    Then, follow these step-by-step instructions:

    Follow the prompts to complete all the information about your item - including the category, brand, size, etc.

    Write a clear, detailed description of your item, including information about any flaws and shot of any defects.

  • One of the most important keys to DWISI selling success is to carefully craft your listings: write detailed, honest descriptions under detailed, honest photos you take.

    For each item you sell, be sure to post quality pictures that display both the overall look of your item as well as its close-up details. Since you're doing your own photography, your listings shouldn't include stock images, screenshots from retail, or any other copyrighted image you don't own or have permission to use.

    Plus, as a result of publishing only photos of the actual item, you can avoid a potential misrepresentation claim from the buyer. There's space for up to 10 photos per listing, so you have opportunities to show the interior and exterior, along with each angle and corner, hemline and tag, toe and heel.

  • Adding well-lit, detail-rich photographs is the best way to improve your item's listing and ensure you make a swift sale.

    Here’s how to make your photos really work for you:

    Always take pictures using as much natural light as possible. Try and avoid glare, as this makes it difficult to see the true colors of your item. Experiment with different locations to see where the light brings out the best in your piece.

    Include as many pictures as possible (we recommend at least 4, but ideally you should include 5 or more).

    Take shots from different angles to give a 360° view of your item.

    Include close-ups of important features, such as logos, stitching or particular details.

    Does your item have any defects? It’s important to include close-up shots of any slight imperfections to avoid a price negotiation later, or the sale being cancelled.

  • We want our community to find pieces they want, at prices they're willing to pay. We also want to help you find the price at which your item is most likely to sell.

    By setting a fair price from the start, you'll increase your chances of selling, and selling fast.

    Remember that items with the most attractive prices are more likely to be featured in our promotions and are more visible in searches. If you'd like to read more about improving the visibility of your item.

  • When you list an item on DWISI, several elements need to be specified, including the price, the origin and the condition of the item.

    The condition of an item is an especially important factor in helping buyers decide whether or not to purchase an item. It also serves as a basis for our experts when your item is being checked by our Quality Control Team.

    Keep in mind that...

    It's best to be as objective as possible when choosing a condition to describe your item. If you're unsure which condition is the best fit, always go for the lower one.

    If our experts find that the condition of your item does not match the condition described on your listing, the sale may be cancelled and return fees will be applied.

  • Listings are live instantly on the App. However you can edit it if you are not satisfied.

    To edit your listing:

    Click on the ⋮ icon at the top right on the item’s picture -> Select ‘‘edit’’

    We pay great attention to content quality at DWISI. So if a listing doesn’t align with our listing rules, we have no choice but to hide or remove it.

    We are constantly monitoring the catalog and removing any prohibited or suspicious items.

  • To edit your listing:

    Click on the ⋮ icon at the top right on the item’s picture -> Select ‘‘edit’’

  • Photographs

    If the photographs provided do not allow us to adequately assess the item, we might remove the listing from the app.

    Original - We cannot accept photographs taken from the internet

    Clear and detailed - Images should clearly show the item from various angles, including a shot of the entire item on its own. From the photographs, our team should be able to see both close-up details (labels, tags, marks or flaws) as well as full view shots that are clear and well-lit.

    Authenticity:

    We want DWISI to be a place where our community can buy and sell with absolute confidence.

    When assessing an item, our expert teams apply specific criteria to ensure the item is exactly as described by the seller. If we have any doubt about an item’s authenticity, or we are not able to confirm that the item perfectly matches the description provided by the seller, the item will be refused.

    Alterations:

    If an item has undergone aesthetic alterations, our experts will refuse the item and the buyer will be refunded. Examples of aesthetic alterations are dyeing, added embroidery, beads or diamonds.

    Important: The customisation of an item can also lead to a refusal of after-sales service by the brand, such as repairs."

  • Our catalogue includes a selection of over 12,000 luxury, fashion and designer brands, from the big names to the lesser-known gems.

    To be accepted, your item must comply with our range. Please note we are not able to accept the following items: modified / altered items (eg. handle or other elements added), VIP gifts (items received at press or VIP events, items gifted by the brand, free gifts offered in-store as part of a purchase), or items not for sale (including items marked as Not for Sale, samples, packaging etc.).

  • You can discount your item(s) to have them sell faster.

    On the App, go to Me->Menu -> Discount management

    Your item(s) will then be listed as discounted and will have more chances to find a buyer !

  • The Make an Offer function allows potential buyers to make a lower offer on an item - so if you're open to a little haggling, this option is perfect for you!

    As the seller, it's completely up to you whether you activate this function or not - you're the boss.

    Just so you know, the offer made by a buyer can only be up to 40% lower than the price you have set for the sale. So if you’re selling a jacket for AED 1,000, the offer made by the potential buyer will never be lower than AED 600.

Quality Control & Authenticity

  • If our Quality Control & Authentication teams are not able to approve an item during their checks, it means the item did not match its description and/or the photographs which accompanied the listing. The sale will be cancelled, and the item will be returned to your billing address.

    DWISI shall charge the Seller with a fee of 100 AED including tax for each non-compliant Product to return the item(s) to your billing address.

  • Once your buyer receives their order, they have 48 hours to report any issues with the item.

    If an issue is reported within that time, we will place your payment on hold while we investigate the issue.

    If the item is checked and approved:

    If our checks reveal nothing of concern and we are able to approve your sold item, we’ll take your payment off hold - you will be informed by email and you will be able to withdraw your funds instantly in the app.

    If we can’t approve the item:

    If our teams are not able to approve the item, the sale will be cancelled and your buyer will receive a full refund. DWISI shall charge you with a fee of 100 AED including tax for each non-compliant Product to return the item(s) to your billing address.

  • If a sale is made with authentication, it means the item is checked by our Quality Control team before being shipped to the buyer.

    If we can’t approve the item:

    If our teams are not able to approve the item, the sale will be cancelled and your buyer will receive a full refund. DWISI shall charge you with a fee of 100 AED including tax for each non-compliant Product to return the item(s) to your billing address.

Item(s) collection

  • We are happy to see that your item has been sold.

    Now, all you have to do is to prepare your item before its collection by our courier, who will contact you to arrange the pick up within 48 hours.

    Note: Put only one item per package.

    Feel free to keep your item in the original packaging (dust bag, box) if available. Otherwise we encourage our customers to place the item in a carton box to ensure its protection.

    And as a final check, please make sure that your item is:

    • As described on the app

    • Protected

    • Clean

    • Ironed (where appropriate)

    • Empty (if you are selling a bag or clothes)

  • Yes, Your collection costs are covered. All you have to do is give your item(s) to our courier agent at the time of pick-up.

Returns

  • If an item sold fails the Authentication or Conformity Check process at our fulfilment hub, or if the item is found to be significantly different than its description upon delivery, and shall the item be returned after investigation and deliberation by DWISI's customer care team, a fee of 100 AED including tax will be charged to the seller for each non-compliant Product.

Payment & Fees

  • Listing an item to sell on DWISI is always free.

    We'll deduct a flat commission fee of AED20 for sold items less than AED200.

    On sold items AED300 or more, we charge a 20% selling fee to ensure a successful selling and shipping experience.

    You can withdraw earnings and transfer it into your bank account.

  • You will be eligible to withdraw your funds 48 hours after the delivery of your item(s).

    The earnings from the sale will be transferred into your bank account within three to seven days after the sale.

  • You can withdraw your funds in the app.

    On the App, go to Me -> Menu ☰ -> Get Paid -> Update your bank account details

    Once your bank details updated:

    On the App, go to Me -> Menu ☰ -> Earnings -> Withdraw

  • Have you received an email or message from us explaining that you need to re-enter your payment information because of a failed payment?

    Until this issue is resolved, we won’t be able to verify your details or process your payments.

    To resolve any issues, please re-enter your information, checking that:

    • The name you entered is an exact match for the name of the bank account holder.

    • The name of your bank is entered correctly

    • Your IBAN number is correct

    • The SWIFT code is correct.

    Once the details have been verified successfully, any pending payments will then be automatically processed within 24 hours - you won’t need to do anything else!

  • You can contact us via the app:

    Me -> Menu ☰-> Need help -> Press ''chat with us'' or email us to support@dwisi.com

  • To make sure we can process your payments without any issues, follow the simple steps below:

    On the App or Website: Me → Menu → Get Paid

    Enter your bank details and click Submit.

  • If your identity verification failed, please make sure that:

    • The ID you choose is approved as official identification - a passport, driver’s license, or government ID card

    • Your ID is still valid, and has not expired

    • The document is of a high enough quality to be clear and legible

    • The photograph of your document is in color

    • Your name and date of birth match those shown

    • All four corners of the document are visible

MY ACCOUNT & COMMUNITY

  • "To edit or delete on comment on DWISI, follow these simple steps:

    Go on the comment you wish to edit or delete, press ⋮ , and press ''edit'' or delete'' comment.

  • To close your DWISI account, please send an email to support@dwisi.com

  • You can change your password in the menu, click on "change password" and follow the steps.

  • If you are a DWISI customer, and you want to report a concern about your account or about fraud, please contact us at support@dwisi.com. At DWISI, we take the security of our users very seriously.