Question 1

How does The Brand Collector Wholesale work?

Accepted Answer

The Brand Collector Wholesale is a B2B marketplace where professional buyers purchase certified authentic second-hand luxury goods, with a selection of over 30,000 items.

You can buy through three channels:

Catalog: a fixed-price selection available for direct purchase.
Auctions: live, silent and flash auctions on exclusive pieces.
Paris Stock: items available immediately from our Paris showroom.

Also worth knowing:

THE DROP: a limited-time category with exclusive items, new arrivals and discounted pieces.
Image search: upload a photo to instantly find similar or matching items across the catalog.
Wishlist and Account Manager: save items you are interested in and get tailored selections and prices.

Question 2

How do I buy from the TBC Wholesale Auctions?

Accepted Answer

Place Your Bids: Submit your maximum bid for each item, based on your budget excluding import taxes, customs fees, and duties. Your bid must be higher than the minimum bid.

Auction Results & Invoice: Within 10 to 26 hours after the auction ends, you will be notified to review your results in My Bids and find your invoice in My Orders.

Payment: Payment is required within 72 hours of receiving the invoice.

Authentication & Shipment: All items are received at our Paris office for authenticity verification and quality inspection before shipment. Shipments are processed within approximately 5 to 15 days after payment.

Question 3

What is the difference between LIVE, SILENT, and FLASH auctions?

Accepted Answer

LIVE Auctions: 4 drops per week, organized by product category (Accessories & Apparel, Bags, Watches, and Jewelry). Discover a curated selection of high-quality pieces, from iconic vintage finds to more recent collections. During the auction, you can see if another bidder has outbid you directly from your My Bids dashboard. As long as the countdown is still running, you can increase your bid to stay in the race. Results are available within 26 hours after the auction ends.

SILENT Auctions: 2 drops per week, including all product categories. Featuring mainly vintage pieces, Silent Auctions work differently: other participants' bids remain completely hidden throughout the auction. Simply place your best offer and wait for the countdown to end. Results are available within 10 to 16 hours after the auction closes.

FLASH Auctions: 3 drops per week, each lasting 48 hours, including all product categories. Perfect for quickly restocking your inventory with best-selling and mainly vintage items. In Flash Auctions, you can only see bids placed by The Brand Collector participants. If one of them outbids you, you'll be notified in your My Bids dashboard and can increase your bid anytime before the countdown expires. Results are available within 10 hours after the auction ends.

Pro Tip: our auctions also take place simultaneously in physical auction rooms, making it difficult to capture every last-second bid in real time. To maximize your chances of winning, we strongly recommend placing the highest bid you're willing to pay from the start.

Question 4

When do auctions open, close and publish results?

Accepted Answer

Auction drops follow a fixed weekly schedule. Times are UTC, because the schedule does not shift with daylight saving; for Paris time add 2 hours in summer and 1 hour in winter.

SILENT auctions, all categories:

Minimum bid under €300: opens Thursday 13:30, closes Monday 03:50, results Monday 13:30.
Minimum bid over €300: opens Friday 13:30, closes Monday 23:50, results Tuesday 15:50.

FLASH auctions, all categories (top sellers), three drops a week:

Opens Sunday 23:56, closes Tuesday 23:50, results Wednesday 09:50.
Opens Tuesday 23:56, closes Thursday 23:50, results Friday 09:50.
Opens Friday 23:56, closes Sunday 23:50, results Monday 09:50.

LIVE auctions, one drop per category, each running about six days:

Bags: opens Saturday 02:00, closes Friday 05:00, results Saturday 07:00.
Jewelry: opens Thursday 02:00, closes Wednesday 05:00, results Thursday 07:00.
Accessories & Ready to Wear: opens Friday 01:00, closes Thursday 05:00, results Friday 07:00.
Accessories & Watches: opens Wednesday 01:00, closes Tuesday 05:00, results Wednesday 07:00.

Question 5

What are the minimum and maximum bids?

Accepted Answer

The minimum bid is the lowest amount you can submit to join an auction. It is not the same as the reserve price; your maximum bid must be higher than the minimum bid to be accepted.

The maximum bid is the highest amount you are willing to pay for an item, excluding import taxes, customs fees, and duties. All bids are final: by submitting a bid you agree to pay that amount for any item you win.

Tip: to maximize your chances, place your real maximum budget directly. Final prices generally reflect market value, and this strategy offers the best success rate, including when last-minute bids occur.

Question 6

What is The Brand Collector Argus?

Accepted Answer

When placing a bid, you'll have access to The Brand Collector Argus, our proprietary wholesale market price indicator designed to help you refine your bid and maximize your chances of winning.

The Argus is based on the average wholesale market price for similar products, using historical market data as well as bidding trends collected over time on comparable items.

Please note that the Argus is an indicative market average, not a guaranteed valuation. We recommend adjusting your bid according to your own business strategy, location, resale market, customer base, competitors, and target margins to ensure profitable purchases and comfortable resale opportunities.

Question 7

Can I adjust a bid?

Accepted Answer

Silent Auctions and Flash Auctions: you may edit your bids as many times as you like before the auction closes. To edit or remove a maximum bid, go to your Current Bids page. Once the countdown ends, your bid is final and cannot be changed.

Live Auctions: you may increase your bids as many times as you like before the auction closes. You cannot remove your first bid: all first bids are final and cannot be canceled or updated.

Question 8

How will I know if I won?

Accepted Answer

The bidder with the highest maximum bid at the close of the auction wins the item, provided the bid exceeds the reserve price set by the auction house. If two bids are equal, the first one submitted takes precedence. Occasionally the seller accepts a sale below the reserve price, so you can win even if the highest bid is under the reserve.

You will receive an email confirmation of your auction results after the auction closes:

FLASH Auction: within 10 hours.
SILENT Auction: within 10 to 16 hours.
LIVE Auction: within 26 hours.

You can also check your results in your bids dashboard (Waiting Results, Won, Lost) and find the invoice for any items you have won in the MY ORDERS section of your dashboard.

Question 9

Why was I outbid at the last second?

Accepted Answer

The Brand Collector auctions are reserved for professionals, and part of the sales also take place physically with our partner auction houses. The online platform cannot always reflect the very last seconds of bidding happening on site, so another buyer may win the lot with a bid placed in the final phase of the sale even if it did not appear in real time.

To maximize your chances, we recommend placing your maximum budget directly.

Question 10

How can I find similar items after losing an auction?

Accepted Answer

Once an auction has ended, you can review your results in My Bids > Lost.

Whenever possible, we automatically suggest similar products available either in our catalog or in ongoing auctions. Simply click "Similar products you might like" to discover alternative opportunities.

The suggested products are selected to match your bidding budget and offer a comparable, or even higher, level of quality, helping you quickly find new buying opportunities.

Question 11

How can I increase my winning rate? Our best practices

Accepted Answer

Winning more auctions is about bidding smarter. Here are our recommendations:

Use The Brand Collector Argus: before placing your bid, consult The Brand Collector Argus to better understand the current wholesale market value of similar products. It provides a strong benchmark to help you submit competitive bids while protecting your resale margins.

Explore alternatives after losing an auction: if you don't win an item, don't stop there. Visit My Bids > Lost and browse the "Similar products you might like" suggestions. You'll discover comparable items within your target budget, either immediately available or featured in new auctions.

Watch the competition during ongoing auctions: on eligible auctions, we'll let you know when other The Brand Collector members are bidding on the same item. This gives you valuable insight into the level of competition. You'll also find recommendations in the "You May Also Like" section down the page, featuring similar products that may attract fewer bidders and offer a better opportunity to win.

Always bid your maximum budget: our auctions are exclusively reserved for professional buyers. We strongly recommend entering the highest amount you're genuinely willing to pay. By submitting your maximum budget immediately, you significantly increase your chances of winning while ensuring you stay within your purchasing strategy.

Question 12

When am I charged if I win an auction?

Accepted Answer

We do not debit your account directly. An invoice is issued and payment is due within 72 hours, by bank transfer or card. For card payments, the amount is captured after the sale is confirmed.

Question 13

What happens if I don't pay for a won auction?

Accepted Answer

A 30% penalty is applied, the account can be blocked, and a €1,000 deposit is required to participate in auctions again.

Question 14

How does the authentication process work?

Accepted Answer

All items are authenticated in-house by The Brand Collector before shipment, whether or not you ordered a partner certificate. A quality and authenticity check is performed before every shipment.

For handbags and leather goods we also work with Entrupy, and with Legit Grails for other product categories.

Question 15

Can I get a certificate of authenticity?

Accepted Answer

Yes. Certificates from our partner experts Entrupy or LegitGrails (depending on the product type) can be added for €25 per item, or €125 for Hermès Kelly and Birkin bags. A The Brand Collector certificate can also be provided on request.

To request a certificate for every item you order by default, enable the option in MY PROFILE > Profile > Preferences.

For online orders, if the certificate was requested at purchase, it is available in your MY ORDERS dashboard once the order has shipped. If it does not appear, or for offline orders, contact supportb2b@thebrandcollector.com with your order number and the item references.

Question 16

What does an "Unable to Verify" or "Not Supported" result mean?

Accepted Answer

A result of UNIDENTIFIED, NOT SUPPORTED or an absence of conclusion from a third-party platform (Entrupy, LegitGrails) does not mean the item is counterfeit. It means the tool cannot conclude with sufficient certainty, for example because the model is not referenced in its database, is a special edition, has been restored, shows heavy wear, or has a hard-to-read serial number.

In that case the item is escalated to a human inspection or a second level of verification by our internal expert team, and a complimentary The Brand Collector certificate may be issued. If the item is confirmed authentic internally, the order ships normally and the third-party authentication fees are refunded as store credit on your account.

Authentication performed directly by The Brand Collector is never charged.

Question 17

I have a doubt about the authenticity of an item I received

Accepted Answer

All items are authenticated in-house before shipment by our specialized teams. If you still have a doubt about an item you received, submit a claim at https://wholesale.thebrandcollector.com/returns_claims within the claim deadlines.

For an authenticity claim to be reviewed, you must attach a certificate or report from a recognized third-party expert (Entrupy, LegitGrails, or another service accepted by The Brand Collector), plus the elements supporting your doubt (photos, product details, explanation). Without a third-party report the claim cannot be validated automatically; mention it in your claim and our after-sales team will come back to you with the most suitable solution, including a possible re-check in our Paris office.

You can also request a re-check at any time by writing to supportb2b@thebrandcollector.com with the product information.

Question 18

Why doesn't my item come with the brand's certificate or accessories?

Accepted Answer

Second-hand items are not always sold with all their original accessories. Over their lifetime they may have lost their receipt, box, dustbag, protective plastics or brand certificate.

When inclusions (box, receipt, dustbag, certificate, etc.) are provided with an item, this is always indicated in the product description and, when possible, visible in the photos.

Question 19

What do the condition grades mean?

Accepted Answer

The condition of our products is classified according to the following scale:

Brand New: unused product in perfect condition, with or without tags, or in original packaging.
Excellent: no minor defects, stains, rubbing, or any identifiable signs of wear.
Very Good: no holes, stains, rubbing, or visible wear marks. Minor signs of use may exist but are not easily noticeable.
Good: slightly visible stains, rubbing, or wear marks, but the item remains in overall good condition.
Fair: multiple visible stains, rubbing, or wear marks. Broken or torn items are not sold by The Brand Collector.

The grade concerns the general condition of the item only; it is not an indication about authenticity — all items are authenticated before shipment. Photos, description and grade are provided together: we strongly recommend reviewing all three before buying, because defects visible in the photos or mentioned in the description cannot be claimed.

Question 20

How does Ready-to-Wear sizing work?

Accepted Answer

Use the size charts below to convert Ready-to-Wear sizes between regions for tops and pants. Please note that sizing may vary significantly depending on the brand, designer, age, and cut of the item. We strongly recommend reviewing the listed dimensions in the item description carefully for accuracy.

Question 21

How does the wishlist work?

Accepted Answer

You can add both catalog items and auctions to your wishlist to prepare future purchases and quickly find the products you are interested in.

Prices of wishlisted items can drop in some cases: share your wishlist with your Account Manager, who can review it and offer discounted prices when possible. If an item is no longer available or you lose an auction, The Brand Collector can suggest alternatives matching your budget and criteria.

Question 22

Can I get a discount or ask for a specific model?

Accepted Answer

Yes. Share your wishlist or your needs with your Account Manager, who can offer discounted prices when possible and put together a personalized selection adapted to your budget.

The Brand Collector also develops a personalized sourcing service: communicate the model you are looking for and your budget to your Account Manager, and a tailored selection can be proposed when opportunities are available.

Question 23

What are the delivery timelines?

Accepted Answer

Shipping starts after your payment is confirmed:

Catalog: shipped within 1 to 15 business days.
Auctions: shipped within 5 to 15 business days.
Paris Stock: shipped within 1 to 3 business days, unless part of a grouped shipment.

If order grouping is active, the shipment leaves once the last order of the group is confirmed. Transport times then vary by destination country. Delays caused by carriers, customs checks or other external factors are not included in these timelines, and late payment postpones shipping accordingly.

The Express option (€10) only concerns transport after the parcel ships (24h delivery); it does not shorten warehouse preparation.

Question 24

Where is my order?

Accepted Answer

For online orders, you can check the status, invoice and delivery information at any time in your MY ORDERS dashboard. Once shipped, the tracking number is available there too.

If your order was placed offline (via your Account Manager), contact supportb2b@thebrandcollector.com and our team will share its progress and tracking number as soon as available.

Question 25

Why hasn't my order shipped yet?

Accepted Answer

Several normal reasons can explain an order still being prepared:

the payment is being validated by our accounting team;
the order is still within its normal preparation window;
the order is part of a grouped shipment and will leave with your other purchases;
a quality or authenticity check is in progress before shipping.

If the announced timeline is exceeded, contact supportb2b@thebrandcollector.com so we can check the situation.

Question 26

Where is my tracking number?

Accepted Answer

A tracking number is communicated after each parcel ships. For online orders you will find it in your MY ORDERS dashboard once the order status is SHIPPED; you can then follow the parcel directly on the carrier's website (UPS). For offline orders, your Account Manager or our support team can share the tracking number.

If a parcel seems lost, blocked, or marked delivered without being received, contact supportb2b@thebrandcollector.com with your order number and tracking number: our team will check with the carrier and can open an investigation if needed.

Question 27

What are the shipping fees?

Accepted Answer

For orders under €1,000: €20 France, €40 Europe, €60 rest of the world. Above €1,000, standard delivery is free.

The Express option (€10) only concerns transport after shipment (24h delivery by the carrier).

Question 28

How do I get my shipping fees refunded?

Accepted Answer

When order grouping is active, the online orders you place within 7 days of your first order ship together, and their standard shipping fees are settled at the end of that period:

If your purchases over the period reach €1,000, all the standard shipping fees paid are credited back to your account as Store Credit.
Below €1,000, the grouped orders ship as one parcel, so you only pay the shipping fee once: the other standard shipping fees paid are credited back as Store Credit.

This Store Credit is automatically deducted from a future order and is valid for 60 days from the date it is issued.

Question 29

How does order grouping work?

Accepted Answer

By default, the orders you place within 7 days of your first order are grouped into a single shipment. Grouping optimizes transport costs: for the whole group you pay the standard shipping fee only once, and nothing at all once the cumulative amount reaches €1,000. Any fees paid beyond that are credited back as Store Credit at the end of the period.

You can disable grouping in MY PROFILE > Profile > Preferences, or ask your Account Manager.

Question 30

Can I cancel my order?

Accepted Answer

Catalog orders and validated purchases are firm and final. A cancellation can only be reviewed exceptionally by The Brand Collector; if accepted and not caused by an error on our side, a cancellation fee of 10% of the purchase price may apply to cover processing and import costs.

Once an order has shipped, no cancellation is possible and products cannot be refused or returned, except with prior agreement through a claim compliant with our conditions.

For auctions, won lots are final and cannot be cancelled.

Question 31

Can I ship one item of my order separately?

Accepted Answer

We can review this exceptionally, under conditions: if your order has not shipped yet, our support team can consider shipping one or more items separately, only when the usual shipping timelines are exceeded. Additional transport fees may apply.

Contact supportb2b@thebrandcollector.com as soon as possible so we can look for the best solution.

Question 32

Can I change the delivery address or country of an order?

Accepted Answer

You can manage your billing and delivery addresses at any time in MY PROFILE > ADDRESSES (defaults or per-order addresses).

For an order already in progress, contact supportb2b@thebrandcollector.com as soon as possible: the address can only be changed while the invoice has not been issued and the order has not shipped.

Changing the delivery country is possible under the same conditions, and may modify transport fees, applicable VAT and customs duties; a new invoice can be issued if necessary.

Question 33

Why were one or more items cancelled from my order?

Accepted Answer

An item can be cancelled in exceptional situations, notably when a quality or authenticity problem is detected during the final check before shipping, or when the item was not confirmed by our warehouse or partner.

Cancelled items are not invoiced. If you already paid, the corresponding amount is refunded or credited as Store Credit (deducted automatically from a future invoice), depending on the applicable arrangement. In some cases The Brand Collector may propose keeping the purchase with an adapted compensation.

For any question about a cancellation, contact supportb2b@thebrandcollector.com.

Question 34

How do I pay my invoice?

Accepted Answer

Payment is due within 72 hours of receiving the invoice. Accepted methods:

Bank transfer to the account indicated at the bottom of the invoice. European clients can also click PAY NOW at the bottom of the invoice.
Credit card (via Stripe): pay immediately at checkout, or from the invoice. A processing fee may apply depending on your business location; it is shown when validating your order.

You can pay in several instalments as long as the full amount is settled within 72 hours of the invoice being issued; in that case mention the invoice number in each payment reference and notify billing@thebrandcollector.com so reconciliation is faster.

For offline orders, your invoice is sent by your Account Manager; contact them for any payment question or to receive a payment link.

Question 35

Did you receive my payment?

Accepted Answer

If the order is marked as Paid, we received your payment: the order is being prepared and will ship as soon as possible.

If the order still shows Pending payment and you already paid, the payment is probably being reconciled by our accounting team with the corresponding invoice; this can take 24 to 48 business hours. Once validated, the order status updates automatically.

If more than 48 business hours have passed, send your proof of payment to billing@thebrandcollector.com so we can check faster. After the 72-hour payment window, automatic reminder emails may be sent; if you already paid, simply reply to the reminder with your proof of payment.

Question 36

Why was my payment refused?

Accepted Answer

The Brand Collector does not directly refuse payments. If your card or transfer payment was refused, contact your bank to understand the reason.

Please also inform our accounting team at billing@thebrandcollector.com so we can assist if needed.

Question 37

Where do I find my invoice?

Accepted Answer

For any online order (catalog or auctions), your invoice is available in your MY ORDERS dashboard as soon as all items of the order are confirmed by our warehouse.

For offline orders, your Account Manager sends the invoice by email; if you did not receive it, contact them or our support team with the product references.

An issued invoice cannot be freely modified: if you notice an error in your billing information (address, company, VAT number…), contact your Account Manager or billing@thebrandcollector.com quickly so we can review it.

Question 38

What VAT applies to my order?

Accepted Answer

All prices displayed on the platform are exclusive of VAT (B2B pricing). VAT is then applied on the invoice according to the delivery country and your VAT status. Intra-community VAT numbers provided by professional clients are verified before invoicing.

Summary by situation:

Delivery to France: French VAT 20%, no customs duties (the sale is invoiced from France).
Delivery to the EU (outside France) with a valid intra-community VAT number: invoiced without VAT (intra-community supply). Without a valid VAT number: VAT of the delivery country applies. No customs duties.
Delivery outside the EU (USA, Switzerland, UK, etc.): invoiced without VAT (export). Customs duties, import taxes and clearance fees may be charged on arrival and are the client's responsibility.

The Brand Collector cannot estimate or cover customs duties for non-EU deliveries. If a delivery is refused because import fees are unpaid, the order remains due and return, storage or clearance costs can be re-invoiced.

Question 39

My VAT number changed, how do I update my account?

Accepted Answer

Ask your Account Manager, or contact wholesale@thebrandcollector.com, and we will update your account.

Question 40

Why do I have customs fees, and who pays them?

Accepted Answer

Customs fees can apply when your order ships to a country outside the European Union. They can include customs duties, import taxes, brokerage or clearance fees, and their amount is set solely by the customs authorities of the destination country. The Brand Collector cannot estimate or control these fees.

For DAP (Delivered At Place) shipments outside the EU, these fees are entirely the client's responsibility, and paying them to the carrier or the authorities is required for the delivery to happen. At checkout you may also choose the DDP option, where applicable customs fees are calculated and included based on your items and business location.

Question 41

What happens if I refuse to pay customs fees?

Accepted Answer

Refusing to pay customs fees or import taxes is not a reason for cancelling, refunding or returning an order. If the parcel is refused, abandoned or returned because import fees were not paid, the order remains fully due, and the additional costs incurred by The Brand Collector (return, storage, customs or processing fees) can be re-invoiced or deducted from any refund.

Question 42

What value is declared on the parcel, and what customs documents are provided?

Accepted Answer

The declared value of the parcel is the real value of the goods, as stated on the shipping and customs documents. The Brand Collector always declares the real value and never under-declares, even when that impacts the customs fees on arrival. Customs authorities use this value to determine applicable duties and import taxes.

For international shipments, The Brand Collector provides the documents required for transport and customs clearance according to the destination country. The client remains responsible for providing any additional information or document requested by local authorities to allow delivery.

Question 43

Which countries do you ship to?

Accepted Answer

The Brand Collector ships worldwide. Delivery conditions, transport fees and customs obligations vary by destination country. If your country is not available at checkout, contact your Account Manager so we can arrange the shipment.

Question 44

How do I open a claim?

Accepted Answer

Claims must be opened online at https://wholesale.thebrandcollector.com/returns_claims or by email to supportb2b@thebrandcollector.com, within 3 days of receiving the product and at the latest 30 days after purchase. Claims sent after these deadlines cannot be reviewed.

Please attach detailed photos or videos showing the problem. Claims are reviewed by The Brand Collector and answered within a maximum of 30 days.

Exclusions: defects visible in the photos, mentioned in the description, consistent with the announced grade, or inherent to a second-hand product (including odors) cannot be claimed. See ARTICLE 5 – DISPUTES RELATING TO PRODUCTS of the terms and the claim policy page for details.

Question 45

I received the wrong item, a missing accessory, or a damaged parcel

Accepted Answer

Contact supportb2b@thebrandcollector.com within 3 days of reception, with your order number:

Wrong item (wrong model, reference, or parcel mix-up): attach photos of the item received and of its packaging.
Missing accessory announced in the product sheet (strap, padlock, clochette, dustbag, key, mirror…): attach photos of the item and the elements received. Accessories not mentioned in the description cannot be claimed.
Damaged parcel: attach photos of the outer packaging (box, label, visible damage) and of the item, plus any useful delivery information; our team will analyse the situation with the carrier.

For an item that does not match its description (size, dimensions, model, material, color), open a claim at https://wholesale.thebrandcollector.com/returns_claims with photos or videos allowing the comparison with the published description.

Question 46

Can I exchange an item?

Accepted Answer

Exchanges are not offered. Catalog orders and auctions are firm and final, unless a return is accepted by The Brand Collector through a validated claim. If you have a problem with an item, open a claim at https://wholesale.thebrandcollector.com/returns_claims.

Question 47

How do I return an item once the return is accepted?

Accepted Answer

When a return is accepted, a specific procedure is sent to you by email. If a UPS label is provided by our teams, it must be used within 7 calendar days, and the parcel handed to the carrier following the instructions.

The return is then inspected to verify that the item matches the communicated return reason and is in the same condition as initially sent. After validation, the approved amount is credited to your account as Store Credit, or handled according to the agreed solution.

Question 48

What compensation can I get after a defect?

Accepted Answer

When a defect is confirmed after reception or during a quality check, The Brand Collector reviews each situation case by case. Depending on the problem, the possible solutions are:

returning the item, with a Store Credit issued after reception and validation of the return; or
keeping the item with a compensation, when accepted by The Brand Collector.

Any compensation must be validated beforehand by our team.

Question 49

When will I be refunded?

Accepted Answer

Once a refund is validated, it is processed at the latest within 14 days after you confirm the chosen refund method. The time for funds to appear on your account then depends on your bank and payment method.

When a bank refund is validated, your bank details may be requested and passed to our finance team; the refund is processed once they are received and verified.

If you have not received your refund after the 14-day period, contact supportb2b@thebrandcollector.com with your order or invoice number.

Question 50

How does Store Credit work?

Accepted Answer

Store Credit (credit notes) is added to your account by our team, for example after a validated return is received and inspected, or at the end of the 7-day grouping period for shipping-fee refunds. You receive an email confirmation when a credit is added.

You can see your credit in MY ACCOUNT > OVERVIEW > CURRENT CREDIT NOTES. It is automatically deducted from your next eligible online order (catalog or auctions). Store Credit from shipping-fee refunds is valid for 60 days from its issue date, other Store Credit for 1 year.

If a confirmed return has been received but the credit does not appear yet, note that credits are only created after physical reception and inspection of the return; if in doubt, contact supportb2b@thebrandcollector.com with your order number and the product reference.

Question 51

How do I change my preferences (payment, language, currency, shipping…)?

Accepted Answer

Go to MY PROFILE > Profile > Preferences. You can set: your default payment method, the site language, your preferred currency, your delivery method, the default authentication certificate option for all ordered products, and default order grouping.

Question 52

How do I update my personal information and addresses?

Accepted Answer

Personal information: MY PROFILE > Profile.

Billing and delivery addresses: MY PROFILE > ADDRESSES, where you can set defaults or register an address for a specific order. To change the address of an order already in progress, contact supportb2b@thebrandcollector.com as soon as possible: changes are only possible before the invoice is issued and the order ships.

Question 53

I can't log in / I forgot my password

Accepted Answer

First check that you are using the email address associated with your The Brand Collector account. You can reset your password from https://wholesale.thebrandcollector.com/forgot-password — you will receive an email to set a new one.

If the problem persists, contact wholesale@thebrandcollector.com so our technical team can assist you.

Question 54

How do I delete my account?

Accepted Answer

We are sorry to hear you want to close your account. Contact your Account Manager or send an email to wholesale@thebrandcollector.com stating the reason for your request; our team will then take care of closing the account.

Question 55

How do I manage auction notifications (outbid, results)?

Accepted Answer

You can enable or disable outbid notifications (live and flash auctions), bid result emails and personalized selection emails from the Notification Preferences page of your dashboard.

Question 56

I have items to sell, do you buy them?

Accepted Answer

We do not buy products directly. However, if you have a lot of more than 20 pieces, or Hermès Kelly, Birkin or Constance models, you can share photos and your asking price at wholesale@thebrandcollector.com and we will study whether a buyback is possible.

Question 57

How do I contact customer service?

Accepted Answer

You can contact our customer service at any time at supportb2b@thebrandcollector.com. For a product claim, you can also use the online form: https://wholesale.thebrandcollector.com/returns_claims.

Our phone service is available Monday to Friday, 9:30 to 19:00 (CET). For emails, allow up to 24 business hours for a response.

For online orders you can follow everything in MY ORDERS (orders, invoices, delivery information); for offline orders, your Account Manager or supportb2b@thebrandcollector.com will keep you informed.

Question 58

I found a bug or have a technical problem

Accepted Answer

Please include: the email address associated with your account, the page concerned, a description of the problem, and a screenshot if possible. Then contact the right team:

Dashboard bug, cart that won't validate, or a problem during an auction (bid not recorded, display issue): wholesale@thebrandcollector.com — for auction issues, add the lot reference and the page URL.
Cannot open a claim online: supportb2b@thebrandcollector.com with your order number, the product reference and the problem.
Payment problem: check with your bank first, then billing@thebrandcollector.com if needed.

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