How it Works

At Lucky Sweater, we believe trading and buying secondhand should be a joyful, worry-free experience. To help keep things smooth and stress-free, we’ve introduced Item Protection. Whether you’re swapping or purchasing, this feature ensures you’re fully supported every step of the way.

For just $2.99 per transaction (or included with your Sustainer membership!), here’s what’s covered:

What You Get:

• Priority, premium support
  Need help? With Trade & Purchase Protection, you’ll get fast, friendly support from our team. We’ll always be here to answer your questions and resolve any issues quickly.
• Fair & supportive mediation
  If something goes wrong, we’ll be there to help facilitate an open and fair conversation between you and the other party to work out a resolution that works for everyone.
• Shipping reimbursement for items not as described
  If you receive an item that’s not what was promised, don’t worry! We’ll cover the cost of return shipping to make the situation right, as well as cover your original shipping costs for the trade or purchased item.
• Extra coverage for lost items
  If your item gets lost and the carrier can’t provide a full reimbursement, we’ve got your back! We’ll help make sure you're covered with up to $50 USD to compensate for the lost item.

What's Protected:

• If an item never gets delivered or is damaged, please first submit a service request with the shipping provider to better understand the situation and possibly get insurance coverage. This can take 1- 2 weeks.
  
  From there, the Lucky Sweater team can help you work with the shipping provider and reach out if there are delays on response times. If no insurance coverage is available through the shipping provider, we can work with you directly on a full or partial refund for the secondhand value of the item up to $50 USD.
• If an item is significantly not as described, as confirmed by the Lucky Sweater team, the Lucky Sweater team will assist you in a trade-back. A trade-back means items are returned to the back to the original owners. Lucky Sweater will work with the involved parties to resolve the issue, and assist you with a refund of return shipping costs coverage where the item is returned to the original owner via trade back.
  
  The Lucky Sweater and community moderator teams work hard to have all item listings be detailed, clear, and represent the item fully.
  
  Should accounts be in violation of misrepresenting items, we may send an email warning or take temporary or permanent action on this account’s privileges. You can read more about this in our Community Guidelines.

What's Not Covered

• Protection on transactions outside of the app: To ensure we can provide full support, we highly recommend that all trades and sales take place directly through the Lucky Sweater platform. Unfortunately, we are unable to assist with any transactions made outside of the app. Keeping everything in-platform helps us protect you and your items!
• Incorrect customs tariffs: We aren’t able to cover customs fees, but if you need help navigating this, feel free to reach out to us.
• Personal preferences: While we strive for accurate listings, we don’t cover issues where an item doesn't meet personal expectations (like a color looking slightly different in person).
• Normal wear and tear: The charm of secondhand comes with a little history—minor signs of wear are part of the story.
• Incorrect addresses: Please make sure your shipping information is accurate to avoid any hiccups.

How to Use Item Protection