frequently asked
questions

getting started

How do I setup a profile?

In the top right hand corner of the homepage, select ‘account’. This will open a pop-up window, where you have the option to sign up. Once you’ve set up your password you can add a photo and a bio. You can also add information about your little ones and shop a curated edit just for them! Do this by selecting ‘Pick n Mix’ in the top right corner of your profile page.

How does selling work?

On dotte you sell directly to other parents. Once you have set up your profile, you can sell an item by adding photos and answering a few questions about it. Read our handy top tips for sellers, including how to take great photos! Once your listings are live, other parents will be able to browse, ask you questions, purchase, or even make a cheeky offer! We take 15% commission which is inclusive of all Stripe fees (our payment processor), the rest is yours! Easy peasy.

How does buying work?

dotte is opening up thousands of children’s wardrobes to give shoppers more choice when it comes to buying second hand. You can browse items and filter your search just like when you’re buying new! We even have a personal shopping function (pick n mix) available to those who set up a profile. What’s more, you can message sellers directly and even make cheeky offers!

House Rules

1. Be kind. dotte is as good as the community we're made of.  So let's all treat each other with respect and kindness.   

2. No photos of children.  We recognise people feel differently about sharing pictures of their children online.  To make it easy for everyone, we have a blanket rule - we only allow photos of clothing on the marketplace (no matter how cute your little ones are!).  

3. Have items ready to go. If you sell an item, we expect you to have it ready to go. So if it's no longer available - for any reason - remove the listing. 

4. Accept the order and post promptly. Don't leave buyers hanging! We encourage sellers to accept orders ASAP, ideally within 24 hours of receiving the request. Once the sale is confirmed, please send your items as quickly as you can. 48 hours is ideal. 1 week is acceptable.  

5.  Keep it within dotte. If you buy or sell off our marketplace you won't be covered by our Customer Protection Scheme.  So if you want peace of mind, keep your transactions within the dotte marketplace.  Any customers regularly taking transactions off-site will be banned (temporarily or permanently).

sellers

What can I sell?

What types of items can I sell?

Items: You can sell any kids clothes from t-shirts to trainers, pyjamas to sun hats. You can sell small bundles for smaller items too! We don’t have the functionality for you to sell bedding, toys or baby gear just yet. 

Condition: We ask that you only sell items you’d happily buy yourself.  That means that although they might show some signs of gentle wear and tear, they’re generally in a good condition.  If there are any imperfections (e.g. stains or rips) or signs of general wear and tear (bobbling or fading) we ask that you accurately capture this in your photos, and clearly describe this when you’re listing your item.  If you don't capture any imperfections you won't be covered by our Seller Protection Scheme. Also, we want our buyers to feel joy when their item arrives - and you want a good review, right?

Brands: We aren’t snooty about brands you can or can’t sell.  However, we do know that certain brands don’t sell well, or end up being too cheap to make a profit - we suggest you donate these brands instead via our donate + recycle scheme. These brands include supermarket clothing and Primark. 

What do I do with stuff I can't sell?

If something isn’t suitable for resale but it’s in good nick, why not donate it? Worn to pieces? Recycle it! Our donate + recycle scheme offers you a convenient way to clear out your clutter and extend the lifecycle of all your kids' outgrown clothes; reducing their carbon footprint.

Listing an Item

How do I list an item?

Log into your account and then hit ‘sell’ in the menu bar. You’ll see our quick ‘4 step guide’. Hit the ‘start selling button’ to start your listing. You’ll be guided through some questions about your item, and have the opportunity to load some photographs.

My kids clothes have european or US Sizing! Help!

No worries! Check the brand’s own website, as some have their own size conversion system and charts. If they don’t have one check out our easy conversion chart for kids clothes below… 

UK
EU
US
12-18 months
80-86
12-18 months
18-24 months
86-92
18-24 months
2-3 years
92-98
2T
3-4 years
98-104
4T
4-5 years
104-110
5
5-6 years
110-116
6
6-7 years
116-122
6X-7
7-8 years
122-128
7 to 8
8-9 years
128-134
9 to 10
9-10 years
134-140
10
10-11 years
140-146
11
11-12 years
146-152
12

We have one for shoe sizes too! (NB. Size and fit can vary from style to style, so please use this as a general guide only and always check the original brand or retailer for their own size guides and conversion charts).

UK shoe size
EU shoe size
US shoe size
0-6 months
15-16
1
6-12 months
16-17
2
2
17.5
3
3
19
4
4
20.5
5
5
21.5
6
6
23
7
7
24
8
8
25.5
9
9
26.5
10
10
28
11
11
29
12
12
30.5
13
13
32
1 (adult)
1 (adult)
33
2 (adult)
2 (adult)
34.5
3 (adult)
3 (adult)
35.5
4 (adult)
4 (adult)
37
5 (adult)
5 (adult)
38
6 (adult)

The brand I want isn't listed!

You’re clearly a trend-setter! We mustn’t have it on our list yet! For now, to list your item just select ‘other’. Please also ping us an email ([email protected]) and we can make sure we add the brand to our list asap. Thank you for helping us discover something new!

How do I take a photo?

Check out our top tips on taking great photos here. You can shoot it with just your phone. Just make sure it’s well lit, nicely presented (think plain backdrop and ironed clothes!). Capture the front, back (and side where relevant), the label, and any signs of wear and tear or imperfection. If you don't capture any imperfections in your photos, you won't be covered by our Seller Protection Scheme.

How do I price my item?

This can feel like a tricky one, especially if you’re new to reselling. If you don’t know the RRP, have a quick snoop of similar full price items from that brand. Then, check out listing prices for that brand on dotte to get a feel for the types of discounts people tend to apply when selling second hand- then make your best guesstimate! Consider the condition of the item, the brand (is it high street or premium? The latter tends to hold more value longer), and how much life it’s got left in it. Always use your own common sense and ask “would I pay that much myself?”. If it doesn’t sell, chances are you need to lower it a little.

Can I offer discounts?

We don’t have a way for you to set automatic discounts just yet (like BOGOF), but if the same buyer purchases several items from you in one go, we suggest offering them a discount (or free item) to acknowledge the savings you’ve made on postage. You can do this by messaging the buyer and offering to lower the price of an item, then edit the listing to lower the price as agreed. It’s nice to make people feel good right?

Can I sell bundles?

We’re all about individuality here at dotte, so as often as possible please list items individually. This gives buyers maximum choice. However if you want to sell carefully curated bundles (e.g. 3 x t-shirts) simply select ‘bundle’ when selecting the item category. Make sure you also tick any other relevant item categories (such as t-shirt) so your listing pops up in the right places for buyers! You can upload a cover photo of all the items, but you also need to add individual photos of each item in the bundle - no job lot photos please! Name your item clearly using the format ‘BUNDLE: number x brand item, age’ (e.g. BUNDLE: 3 x Zara t-shirts, 7 years).

How do I delete a listing?

You can remove a listing from the marketplace at any time. You'll need to be logged into the marketplace, then click "account" in the top right hand corner followed by "your listings". Once you have located the listing you want to delete, hover over the top right corner of the image and you'll see an ellipsis. Click on this and "close listing" appears. Closing the listing will remove it from the marketplace.

When someone wants to buy your item

Someones made an offer - how do I respond?

If someone has sent you a message with an offer for a lower price, you can choose to accept it, or decline it. It’s up to you! If you accept it, you need to edit the listing manually to reduce the price, and then tell the buyer it’s ready for them to ‘buy now’. It’s also good etiquette to let other buyers know the item is reserved once the item price has been adjusted, by simply adding ‘This item is reserved for [buyers username]’ in the item description.

How do I change the price when I've accepted an offer?

When you are logged into your account, select ‘account’ in the top right hand corner - this will take you to your profile page. Now select ‘your listings’ in the top right corner. Under each listing there’s an option to ‘edit listing’ - et voila! (It’s also good practice to mention the item is reserved in the item description, to avoid someone else swooping in and buying it at the new price).

How do I reserve an item for a buyer?

If a buyer asks you to reserve an item (for example once you’ve lowered a price for them if they made an offer) you can do this by simply writing ‘Reserved for [sellers username]’ in the item description. It just helps prevent someone else swooping in and buying it before the buyer has chance!

Someone wants to buy my item - what do I do now?

Hurrah! You've received a request to buy your item. Feels good, huh? First things first, you'll need to view the order request and click to accept the purchase. To do this simply log into your account > inbox > sales, open the new message about the pending sale and hit the ‘Accept’ button. Once you click accept, it's a done deal! If you don't accept within 7 days, the buyer will be automatically refunded and the purchase cancelled. Try not to leave buyers hanging! We encourage sellers to accept orders ASAP, ideally within 24 hours of receiving the request.

Now for the important bit. Package up the item with love and care (we recommend our beautiful, eco-friendly packaging!). Write on the shipping address (found in your confirmation email and on the message in your inbox, under ‘sales’) or stick on the label (if you’re using My Hermes or Royal Mail Click & Drop). Post the item as soon as convenient (within a week is best) and make sure you communicate with the buyer as you go. Once you have sent the item please contact the buyer on the message thread to let them know (and ideally add a tracking number).

How do I let the buyer know my item has been sent?

Once you have sent your item, log into your account > inbox > sales and open the message thread about the sale to let the buyer know it's on the way to its new home. Please also add tracking information in a message to the buyer. And you’re done! Congratulations!

Getting paid

How much money do I take home?

Sellers on dotte keep 85% of the profit. The other 15% represents our commission (which is inclusive of all the fees from our payment processor Stripe - so you don't have to worry about them!).

How and when do I get paid?

When you set up a profile on dotte you will also be asked to set up a Stripe Connect account by entering your bank details. Sellers get paid in one monthly 'bundle' payout from Stripe on the 28th of every month - think of it as your dotte paycheck! This payout will include all sales for the 4 weeks up to the cut-off date, which is the 21st of the month (7 days prior to pay day). Any sales made on the 21st will roll into the next month's paycheck. You'll also need to remember to accept the purchase request within 7 days of the purchase being made, or else the buyer will be automatically refunded.

What is Stripe?

Stripe is a payment processing platform for e-commerce, similar to PayPal. It enables payments to be made online using different methods, and holds the highest level of certification available in the payments industry for security (PCI Service Provider Level 1).

Do I need to pay tax for the items I sell on dotte?

If you’re selling your children’s outgrown clothes on dotte, the likelihood is that you won’t have to pay tax on this.  For example, if you buy a Beau Loves dress for £40, then sell it on dotte a year later for £30, you’re not turning a profit so you won’t pay tax on this.  How often you sell on dotte is important to HMRC though.  If you sell often and consistently throughout the year, this might be viewed as trading - and you might owe tax.  But if you just list items on dotte when you have a batch of outgrown clothing, or when you need an extra bit of pocket money, this will be seen as personal earning.  You can find out more from HMRC here.

buyers

How do I buy an item?

You can search for clothes by clicking on ‘buy’ on the homepage. There are lots of filters you can use to find clothes that are right for your little one (such as age, condition and item). If you want to buy an item you’ll be asked to set up a profile (it takes less than 5 minutes, we promise!). You’ll then be ready to buy your item! What’s more, from your profile page you’ll be able to shop using ‘pick n mix’ - a curated search that recommends clothing for your little one based on their unique style!

Found what you're looking for? It's time to submit a sales request to the seller. To do this simply tap "Buy now", enter your payment information and submit the request. The seller will be notified to review and accept your purchase. Woo hoo!

In order to protect our buyers, if sellers don’t accept a purchase within 7 days it will be automatically cancelled. If you have not received a confirmation within 48 hours, we recommend dropping your seller a friendly nudge on the message thread. View your order status or contact the seller at any time by visiting inbox > orders.

Can I make an offer?

You can! When you view an item there’s a ‘send offer’ button just under the item title (top right). Once you make an offer the seller will be notified and can either accept or decline. If they accept your offer, the seller will edit the listing price and let you know when it’s ready to buy - make sure you buy it pronto though as (technically) someone else could come in and buy it before you. To avoid this, it’s best to ask the seller if they’d mind ‘reserving’ it for you. They can do that by simply noting ‘this item is reserved for [your username]’ in the item description.

I'm outside the UK, can I buy stuff?

Sure - you just need to check if the seller offers global shipping. You can find this information in the item description. If they do offer global shipping you still need to message them before you buy the item, as the seller may want to increase the cost of the item to reflect shipping to your location.

Problems paying with stripe?

If you’re having problems making a payment please contact us and we’ll get it sorted! In the meantime, you could ask the seller if they’d kindly reserve the item for you by adding ‘This item is reserved for [your username]’ in the item description.

Where's my item?

If your item hasn’t turned up, use the tracking information provided by the seller to see where it’s at. No tracking info? Message the seller for an update. If they haven’t marked the item as dispatched within 7 days of purchase you’ll get an automatic refund. If the seller isn’t being helpful or you still don’t know where your item is, contact us and we’ll get it sorted! Find out more about our Buyer Protection here.

Can I get a refund?

Our Buyer Protection Scheme guarantees you a full refund if your item doesn’t arrive or if it is significantly different from the seller’s description. You will not be eligible for a refund if the seller described the item accurately but it doesn’t fit or doesn’t suit your little one, or if you’ve simply changed your mind (the good news is you can just sell it on again though!).

I've got a problem or complaint

If you’ve got a problem or complaint regarding an item you’re buying, we strongly encourage you to send a message directly to the seller in the first instance. In most cases this is the quickest and simplest way to find a solution. If the seller isn’t being helpful, or you’ve got a complaint about dotte, please contact us.

How do I report a listing?

If you’ve seen a listing you want to report you can do this by simply clicking on ‘report item’ in the top right corner of the item listing.

postage & packaging

Who pays for postage?

On dotte, sellers either build the cost of postage into the pricing of an item, or choose to absorb the cost themselves. If you (as a seller) build the cost of postage into the pricing of your items, and a buyer buys multiple items from you in one go, we recommend offering them a discount to reflect the savings you are making on postage by only having to send out one parcel.

When should I ship sold items?

You must ship items within 7 days of purchase and mark the item as dispatched on dotte within this timeframe (ideally with tracking information) or the buyer will be issued an instant refund by Stripe.

Which shipping provider should I use?

We recommend My Hermes - it provides tracking information, and we’ve found it to be the quickest, easiest, most transparent and often cheapest way to send and receive parcels. You can see their prices below. Another trusted provider is the Royal Mail (check out their Click & Drop).

How much does it cost to ship?

To give you a good idea of shipping costs,
we've calculated estimated prices based on our dotte packaging sizes, below:

My Hermes (as of April 2021)

package size
weight
how many clothes?
services
tracked
drop-off (Parcelshop or locker)
Collection from your doorstep
dotte small (letterbox friendly)
up to 1kg
3 t-shirts;
6 baby grows;
1 jumper
3 - 4 working days
yes
£2.66
n/a
dotte medium bag
up to 1kg
12 t-shirts;
5 jumpers;
20 baby grows;
2 coats
3 - 4 working days
yes
£2.95
£3.67
dotte large bag
up to 2kg
24 t-shirts;
10 jumpers;
20 baby grows;
4 coats
3 - 4 working days
yes
£4.40
£5.12

Royal Mail (as of October 2020)

package size
weight
how many clothes?
services
tracked
Drop off(Post Office)
Collection from your doorstep
dotte small (letterbox friendly)
up to 100g
1 t-shirt;
1 baby grow;
2nd class (3 working days)
no
88p
n/a
dotte medium bag
up to 1kg
12 t-shirts;
5 jumpers;
20 baby grows;
2 coats
2nd class (3 working days)
no
£3.10
n/a
dotte medium or large bag
up to 2kg
24 t-shirts;
10 jumpers;
20 baby grows;
4 coats
2nd class (3 working days)
no
£5.20
n/a

Do I have to use dotte packaging?

You don’t have to, but why wouldn’t you? Eco-friendly? Check. Reasonably priced? Indeed. Convenient? Absolutely. Looks good? Good enough to make your buyer do the wiggle dance of joy when it arrives (and who wouldn’t want their buyer to do the wiggle dance of joy…). Come on, take a look.

How do I order packaging?

Is your packaging sustainable?

All our packaging is 100% recyclable and compostable.

Can I reuse the packaging?

YES PLEASE DO! Our dream is that our packaging will be used again, and again, and again, until it eventually falls apart!

fees

Do you charge a fee?

Here at dotte we take 15% commission per transaction, meaning you get to keep 85% of the profits! What’s more, our commission includes the fee from our payment provider - Stripe - who charge 1.4% plus 20p for each transaction. So you don’t have to worry about any other added extras! It’s 15% all in. Whoop! And there are no fees for buyers. Extra whoop!

Why do you charge a fee?

We take 15% commission to cover the cost of running and improving the marketplace. The benefit to you? A community of sellers lining up to buy your stuff and a place where shopping second hand feels as good as new. And with our Customer Protection Scheme and dispute resolution, you can buy and sell directly with other parents, safe in the knowledge that we’ve got your back.

sustainability

How are you sustainable?

You can find out more about what sustainability means to us, and what we’re doing to reduce our carbon footprint on our about page.

What about all the carbon emissions caused by all that postage and delivery?

Research suggests the carbon emissions created by getting an item delivered to your home from an online retailer is 5 times lower than traveling to the shops to buy something. (And don’t forget the additional CO2 savings from buying something second hand rather than new!).

Are all the brands you partner with sustainable?

Here at dotte we are invested in the journey.  That means we don’t just partner with brands who are 100% smashing it at being sustainable.  We’re also interested in working with brands who are on a journey to becoming more sustainable - no matter where they’re starting from.  If they show a genuine commitment to reducing their carbon footprint, we want to help them do that.

safety

Can I post photos of my children on dotte?

We do not allow photos of children on dotte - please just upload photos of the clothing you’re selling either hanging on a hanger or using a flat lay. If you wish to share photos of your children with us on social media using our hashtag or by tagging our social media business account, then we will re-post these photos onto our account via stories or feed after we have sought and confirmed your consent.

How do I report a photo or seller?

If you want to report a photo due to inappropriate content, or if you see items listed with photographs of children wearing the clothing, or if you get an inappropriate message from a seller, please click on the ‘report item’ button under the listing title when you view the item or email us. We will take appropriate action once we have investigated the item or seller in question.

Will other customers see information about my child/ren?

The information you upload about your children to your profile (for example their name, DOB and gender) is not published for other customers to see. We use this data to tailor your buying and selling experience and make recommendations tailored to your little one. For more information on how we use this data, see our Privacy Policy.

Is it safe to buy and sell second hand clothing during the COVID-19 pandemic?

Handling clothing safely

During the COVID-19 pandemic second hand clothing has actually been booming - all that time at home means people are clearing out their closets! But, we are living in uncertain times and it can be hard to know what’s safe and what isn’t safe. So we’ve pulled together some guidelines on how to buy and sell second hand clothing safely during the current COVID-19 pandemic.

Research suggests coronaviruses don’t last as long on clothing as they do on hard surfaces.  Nevertheless, we recommend sellers wash clothing on the hottest setting allowed according to the care instructions.  We also recommend sellers wash their hands with soap and water before handling the clothing (e.g. when photographing them or packaging them up).  We recommend buyers wash any items they receive before wearing them.

Sending and receiving parcels safely

My Hermes and Royal Mail (our two recommended postage providers) have taken steps to make posting and receiving parcels as safe as possible during the COVID-19 pandemic. My Hermes offer a home collection service which is contact free and is the safest way to send parcels. We also recommend washing your hands with soap and water before and after handling parcels. Research suggests coronaviruses can stay infective for up to 24 hours on cardboard packages, so if you want to be extra careful you could quarantine any parcels for 48 hours before handling and opening them.