Help Center

1. Build a trusted profile, adjust your settings

• Add your profile picture and verify your account to show you’re a real person.

• Write something about yourself in the About you section.

• If you wish to exclude certain carriers from your listings, adjust your shipping options. 

2. List your items

• Find out what you can sell on Oki.

• Add a few clear, nice photos of the item. If it’s an item from a well-known brand, you should add at least 8 pictures of it to show its authenticity.

• Be specific and honest in the item's description and select the correct package size.

• Remember that listing has no fees, and uploading more items can help you sell faster.

Note

Once you upload an item, it might get screened automatically to go through a standard check to make sure it follows our Catalogue Rules and guidelines for selling. Normally, it takes around 1-2 seconds but, in some cases, can take up to 1 minute.

3. While you wait for buyers

• Get noticed — bump your items and use Closet Spotlight to boost your wardrobe’s visibility.

• You can sell more items through a bundle sale (it’s possible to set discounts for item bundles).

• Once a buyer contacts you, use the Make an offer button to suggest a better price for a single item. 

Important

Stay on Oki throughout your selling process — from communicating to receiving your payment. This way, we will be able to cover you in case something unexpected happens.

4. It’s sold! Time to ship

• Pack your item. A personal touch is always nice.

• Ship the item within 5 working days of the sale. 

• Use the shipping option your buyer has chosen to avoid issues with package tracking or order cancelation.

• You can track your package on Oki.

5. Delivered! Get your earnings and leave feedback

• As soon as the buyer presses Everything is OK, your payment will become available in your Oki balance.

• Payouts may take up to 5 working days to appear in your bank account. 

• Leave feedback for your buyers and help to build trust within the community.

Good to know

• If you experience improper behavior, harassment or spam activities from other members, report it so we can immediately put a stop to it.

Here’s an overview of what our Catalogue Rules allow you to sell. You can explore the catalogue for more specific subcategories.

Clothing & accessories

• Women’s, men’s, and children’s clothing, footwear, and accessories

• New cosmetics, perfumes, and other beauty products or gadgets

• Small tech accessories (e.g. headphones, smartwatches, phone cases)

Kid’s clothing & items

• Children’s clothing, footwear, and accessories

• Children’s toys, furniture, and childcare equipment

Homeware

• Textiles, tableware, and home accessories

• See more about home items and exceptions

Entertainment items

• Video game consoles, accessories, and games (except those featuring loot boxes and digital games)

• Books with an ISBN code

• Tabletop/board games and puzzles

• Music and video items, such as CDs, DVDs, and vinyl

• See more about entertainment items and exceptions

Pet care items

• Pet’s clothing, accessories, bedding, and toys

• See more about pet care items and exceptions

What you cannot sell

If your item doesn’t fit into a catalogue category, it might not be allowed on Oki. Here’s what you cannot sell:

Items that are unlawful, unethical, or don’t meet legal standards

• Items that do not comply with any applicable law, rule, or regulation

• Counterfeits and items that infringe on copyright or intellectual property (IP) rights

• Illicit reproductions — creative works reproduced without the copyright/IP holder’s consent (e.g. books, films, music, video games)

• Items subject to age-rating classification with the age-rating labels missing (e.g. video games, films)

• Items received for free, such as promotional or complimentary items

• Live animals and pets, items for wild animals or farm animals

• Items containing fur, reptile skin, shell, or ivory, and similar items from animal origin (however, leather, sheared sheep wool, cashmere, and mohair are allowed)

Potentially unsafe or unhygienic items

• Items that don’t comply with hygiene standards or pose a risk to one’s health (e.g. used cosmetics, underwear bottoms, bedding, towels, or piercings; recalled products, etc.) 

• Sanitary products, including tampons, pads, and menstrual cups

• Detergents, cleaning chemicals, or similar products

• Prescription and non-prescription medicinal products, professional medical supplies, vitamins, food supplements, and any other health-related products (also forbidden in Pet care category)

• Food, drinks, and other consumables (also forbidden in Pet care category)

• Cosmetic items for animals

Other non-category items

• Furniture for adults, statues, paintings, drawings, and home fragrances

• Kitchen tools or accessories used to make and store food

• Music and sports equipment for adults

• Hobby equipment — gardening, fishing, sewing, or outdoor equipment

• Stationery supplies for adults, such as notebooks, diaries, and calendars

• Fetish-related items or items promoting sex services

Saw another member breaking the rules? 

You can report a member if they’re selling a prohibited item or their listing goes against our rules — it helps improve others’ experience on Oki.

Prohibited items and refunds

We cannot refund the cost of a Bump, Wardrobe Spotlight, or bundle if it includes prohibited items that we’ve had to hide or delete.

Check your item before listing it

Make sure your items are clean

In general, all items that you put on sale should be clean. We recommend washing or disinfecting them in a way suitable to the item’s material.

Any spots, defects, or similar flaws that don’t wash off must be included in the listing’s description and photos. Please be aware that if they’re not noted, we may have to cancel the order.

Make sure your electronics are safe to use

Damaged electrical devices are a health and safety risk. If your socket-plug or battery-powered device gives off heat and has frayed or loose cables (or any         other damage), it cannot be sold.

Make sure everything is included

If the item you’re selling came with instructions of use, manuals, or safety warnings, make sure to include these too.

Make sure the items you wish to list on Oki are already on the European Economic Area (EEA) market

On Oki, you can only list items that have been already lawfully placed on the European Economic Area (EEA) market. This law only applies to commercial           selling.

Important

Whenever you upload an item, it might go through an automated check to make sure it follows our guidelines for selling. Normally, it takes around 1-2 seconds but, in some cases, can take up to 1 minute.

The buyer pays for shipping

The buyer decides how you should ship

Managing your shipping options

5 days to send the item

Shipping options

The buyer pays for shipping

The shipping expenses are added to the item’s price and are shown in the total sum of the buyer’s order at the checkout. Shipping rates depend on the package's size and both the buyer’s and the seller’s locations.

When you sell an item, you’ll get a prepaid Oki-generated shipping label in your email and Oki inbox. However, if our shipping instructions don’t include a Oki-generated shipping label, you’ll need to pay upfront and be reimbursed once the order is completed.

The buyer decides how you should ship 

When the buyer presses the Buy now button to purchase your item, they will select the shipping provider you should send the item with. Please respect their choice, or your order might get canceled, and the buyer will be refunded. 

Oki cannot track the package if it was sent with a different shipping provider than indicated in the order details.

Managing your shipping options

Sellers can offer different shipping options to their buyers. The shipping options you can select depend on your location — the more options you offer to your buyers, the higher your chances of selling! You can learn more about managing your shipping options.

Note

You can select the shipping options you want to offer to your buyers in your postage settings.

5 days to send the item 

You’ll have 5 working days to send a sold item. If you miss this deadline, we’ll have no choice but to cancel the order.

Shipping options

Here are all the shipping options available on Oki.

What is Item Bump?

An Item Bump is a paid feature you can use for individual items from your closet. It increases your chances of selling.

When you bump an item, it’s displayed higher in members’ Newsfeeds and search results, for either 3 or 7 consecutive days, or until the item is sold (whichever comes first).

The benefits you get from a Bump

Item Bumps allow you to:

• Receive more visibility

Bumped items are displayed higher in the Newsfeed and search results, making them more visible to members who are potential buyers.

• Reach the right members

A bumped item’s visibility is tailored to what a member is searching for in the catalog as well as specific criteria, e.g. clothing type, size or/and brands other members follow. This means that your item will be relevant to the members who see it.

• Track weekly updates

You will see how many people looked at and interacted with your item.

How much is Item Bump?

For the fee, please check out our Price List.  

Before you order Item Bump

To make sure you get the most out of a Bump, use it only on quality listings that align with our Catalog Rules.

So if needed, update the photos and description of your item first, and when you’re ready, press Bump to begin. 

Note

If your bumped listing is removed because it did not comply with our Catalog Rules, your fee will not be refunded.

    Learn more about how to buy a Bump.

Good to know 

• An Item Bump is a paid feature you can use for individual items and is not transferable from one item to another or between members.

An Item Bump is a paid feature you can use for individual items from your closet. It increases your chances of selling.

When you bump an item, it’s displayed higher in members’ Newsfeeds and search results, for either 3 or 7 consecutive days, or until the item is sold (whichever comes first).

The benefits you get from a Bump

Item Bumps allow you to:

• Receive more visibility

Bumped items are displayed higher in the Newsfeed and search results, making them more visible to members who are potential buyers.

• Reach the right members

A bumped item’s visibility is tailored to what a member is searching for in the catalog as well as specific criteria, e.g. clothing type, size or/and brands other members follow. This means that your item will be relevant to the members who see it.

• Track weekly updates

You will see how many people looked at and interacted with your item.

How much is Item Bump?

For the fee, please check out our Price List.  

Before you order Item Bump

To make sure you get the most out of a Bump, use it only on quality listings that align with our Catalog Rules.

So if needed, update the photos and description of your item first, and when you’re ready, press Bump to begin. 

Note

If your bumped listing is removed because it did not comply with our Catalog Rules, your fee will not be refunded.

    Learn more about how to buy a Bump.

Good to know 

• An Item Bump is a paid feature you can use for individual items and is not transferable from one item to another or between members.

Oki Wallet is a secure e-wallet where the seller:

• Receives all earnings from sold items

• Can pay from it to buy on Oki

• Can pay out their money from it to their bank account

You don’t need to use Oki Wallet to buy on OKI. We offer other payment methods too. You also cannot top it up — it’s only there to store earnings.payment methods

Receiving earnings from sold items

• Buyer pays for an item → Payment appears under 'pending balance' in the seller's Oki Wallet

• Buyer has 2 days from being notified by Oki that the item should have been delivered or that the order seems lost to confirm if “Everything is OK” with the order, or press “I have an issue” and submit their claim.

• If Everything is OK or if an issue is raised and resolved, Order is completed → Payment moves from “Pending balance” to “Available balance”.

• Once the payment is available in the seller’s balance, the seller can:

• • Use it to make purchases on Oki

  • Make a payout to a bank account

Why we have Oki Wallet

Our payment service provider Adyen will delay the transfer of funds to the seller. Such delays are a common practice in online marketplaces.

This ensures that the buyer receives the purchased item. If something goes wrong, we may refund the buyer (though you can mutually agree on a different resolution). So, it helps us keep Oki safe and secure for both buyers and sellers.

About our payment service provider

Adyen, N.V. is a federally-licensed branch of a foreign bank. It provides and manages Oki Wallet for us as a financial service.

Want to be a seller and use Oki Wallet? You’ll have to activate your Oki Wallet, agree to Adyen’s Terms and Conditions and become Adyen’s client.

This way, we’re not involved in handling or holding your money. We leave it to the professionals who do it safely.

The earnings you receive from your sold items (regardless of the buyer’s payment method) go to your Oki Wallet and safely stay there.

Important

Please note that during the selling process, using the Buy now button, OKI will never ask for your personal information, such as your email address or phone number.

If you’ve disclosed your personal details to another OKI member and think you may have been scammed, make sure to take immediate action against online attacks.

Pending balance

Firstly, the money from your sale will appear as Pending in your Oki Wallet until the order is completed.

Available balance

After the order is completed, the status of your earnings will change to Available. 

This means that you can now spend this money on OKI and buy something you like, or you can move your funds to your bank account.

Completed order

An order is completed when:

• The buyer presses Everything is OK after the item is delivered

• The shipping carrier confirms that the buyer has received the package

Activate your Oki Wallet

To be able to spend your earnings on a new OKI purchase or move them to a bank account, you need to activate your OKI Wallet.

1. Go to your profile

2. Press Balance

3. Select Activate Balance

4. Enter your full name, date of birth, and billing address

Make your first payout

For your first payout, please follow these steps:

1. Press your profile icon

2. Choose Settings

3. Select Payments

4. Press Add bank account under Payout options to add your bank account and billing information

5. Fill in the details and save everything

6. Go back to your profile icon and choose Balance

7. Press Withdraw to bank account for your Oki earnings to be moved to your selected bank account

The information will be there for your future payouts.

There are a few simple steps from discovering treasure on Oki to enjoying it as your own:

1. Find an item you like

Browse the catalog or news feed to find something you’d like to buy. Check out our tips for searching for items.

2. Contact the seller

• Press Ask seller to clear up any questions about the item or Make an offer to suggest a new price. We recommend double-checking the item’s dimensions before buying it. If the seller’s closet has more items you’re interested in, you might consider creating a bundle purchase.

• Use our secure messaging screen, never move the conversation outside of Oki.

• Look through the seller's reviews. See what other members say about their purchases with that seller.

3. Pay for the item

To pay for your chosen item, press Buy now on the item's listing or on the messaging screen.

Important

Stay on Oki throughout your communication and buying process. Only then will we be able to cover you in case something doesn’t go as expected.

At the checkout:

1. Enter your address and phone number (if asked). Double-check if the information is correct.

2. Select your preferred payment method.

3. Choose a shipping location.

4. Press Pay to confirm your order.

Buyer Protection fee will be added to the item’s price. With this, you will receive a refund if your item doesn’t arrive, is damaged, or is significantly not as described.

4. Receive your item

• The seller has 5 working days to send the item.

• Shipping usually takes up to 5-7 working days. If it takes longer, don't worry. Just follow the order status on Oki and the tracking info, and stay in touch with the seller.

• In most cases, you’ll be able to track the package on your conversation screen with the seller.

If there’s no issue with the received item, press “Everything is OK”, and the money will be released to the seller.

Let us know if everything’s OK

Any issues? Let us know within 2 days:

Once your purchase status changes to “delivered” on Oki, you’ll see 2 buttons:

• Everything is OK — pressing this button will release your payment to the seller.

• I have an issue — press this button if a problem arose. Do this within:

  • 2 days of the item’s arrival, if it arrived damaged, or is significantly different from the description;

  • 2 days of the item being marked as delivered, if it didn’t actually arrive.

When you do this, try to find a mutual agreement with the seller first.

If you need us to step in, contact us. We’ll then look into the case and, if applicable, refund you.

Good to know

• Check out our advice on how to avoid fraudulent deals and report improper behavior from other members.

• We recommend washing or disinfecting the items before wearing them (note that used and washed items are no longer refundable).

Ensuring you’re protected while you’re buying on Vinted is one of our top priorities. For this reason, we cover you with Buyer Protection when you pay through Vinted. This takes care of:

1. Protection of your purchases

You can shop with peace of mind, knowing that we can refund you if your item:

• Doesn't arrive

• Arrives damaged

• Is significantly not as described

Just press I have an issue and inform us within 2 days of the item being marked as ‘delivered’. For more details, check out our Refund Policy.

Your order will be completed, and the payment will be automatically released to the seller if you miss the 2-day time frame or if you ever hit the Everything is OK button.

2. Extra measures against fraud

To make sure that no stranger can buy on behalf of you on Oki, we put an extra layer of safety to your purchases. We randomly check transactions by prompting purchase verifications.

3. Support from our team

We’re always at hand if you need to resolve any questions related to your order. We’re here to ensure you have smooth and successful shopping on Oki.

Good to know

Buyer Protection fee is mandatory for every order made through Oki and is applied automatically at checkout.

You can personalize your OKI feed to find your favorite brands and preferred clothes sizes. 

To do this, press Profile and then Personalization to:

• Select categories you’re interested in (Women, Men, Kids)

• Choose/set your clothing sizes 

• Follow brands you like (you’ll see a list of different brands that you can follow)

For now, it’s not possible to personalize the Home, Entertainment, and Pet Care categories. However, you can browse by subcategories and save a search for an item you want.

You can also follow members to see their items frequently and get notified whenever they upload something new. For the full list of members you follow, tap on the Personalization option and see Members.

Note

If you no longer wish to receive news from certain members or brands, you can unfollow them. 

Press Profile and then Personalization to manage everything you follow.

Finding your style and the perfect fit is even easier when you personalize your feed.

Important

At the moment, the OKI friend-referral feature is inactive, so vouchers aren’t available. If you do have some vouchers issued from before, you can still use them for your purchases.

You can invite friends to join OKI and earn up to $15 for every person who signs up, lists, and completes a sale.

Inviting friends is simple:

• Press your profile icon

• Choose Invite friends

• You’ll see a special link that you can share with your friends. The people you invite have to sign up using this link, we’ll notify you when they do.

Types of coupons

• If a person you invite lists 3 items within 7 days of signing up, we’ll send you a gift coupon worth $5.

• If your friend completes a sale via the Buy now button during their first 30 days on OKI, you’ll receive an additional gift coupon worth $10 for bringing a successful seller to our community.

As soon as you meet the criteria for receiving our gift coupon, we’ll send you a message to your OKI inbox.

Note

Currently we do not support coupon-based payments with custom shipping or no shipping options.

Good to know:

• Coupons can be used for any purchase on OKI worth $15 or more. The purchases should be made by pressing the Buy now button. Learn how to use a coupon.

• Only 1 coupon can be used at a time.

• Referrals Terms & Conditions (part of OKI’s General Terms & Conditions) apply when using this offer.

The Oki Community Standards aim at keeping Oki open and safe for all members and creating a friendly online community. If you ever feel otherwise or spot anything that shouldn’t be on Oki, please report it to our team.

Important

If you’ve disclosed your personal details to another Oki member and think you may have been scammed, make sure to take immediate action against online attacks.

Please have a look at our Community Standards to ensure we all have a positive experience while shopping for pre-loved items: 

Safety

We maintain a high personal and platform security standard as stated in our Trust and Safety policies. 

For extra safety, we advise you against:

• Disclosing private information, e.g. full names, addresses, telephone numbers, or bank details while talking with other members, posting in forums, or leaving feedback messages.

• Buying items from Oki members outside the Oki secure payment system (direct transfer to their bank account). No buyer protection will apply in such a case.

• Replying to spam or spoof mail containing phishing messages about your Oki account or activity.

• Disclosing pictures of yourself or others wearing an item you’re selling with their face visible.

• Having conversations with other members outside Oki — always use our secure conversation screen.

Before making a deal, check the member’s profile to see the feedback left by other members — you’ll know what to expect.

Note

When buying or selling an item, beware of bank account information requested or sent to you in a suspicious way (e.g. when a member insists on sending it as a screenshot, via SMS, or email). If that happens, be sure to get in touch with us immediately.

If someone sends you phishing messages, insults, harasses, or intimidates you by repeatedly asking for private information, or a picture of yourself wearing an item you’re selling, be sure to report them.

Hate speech & Discrimination

Ensuring you’re protected while connecting to the Oki community is one of our top commitments. Oki welcomes people of all backgrounds to interact while buying, selling, and exchanging their goods. 

There’s no room for discrimination or hate speech towards others, including but not limited to their race, ethnicity, nationality, disability, religious affiliation, caste, sexual orientation, sex, gender identity, or serious illness.

If a member violates our community standards, we may block their account either temporarily or permanently. 

If you notice members engage in inappropriate activities, such as posting insulting comments, harassing other members, or acting phishy, please report such cases. We’ll investigate and take action to resolve the issue.

Additionally, we aim to prevent potential offline harm and don’t allow any support, encouragement, or praise of terrorism. Any content related to terrorist activities, organised violence, or hate groups will be removed by Oki. If you think an act of crime is being organised on Oki, please report it. 

Sexual exploitation & Nudity

We ask our members not to post anything vulgar, pornographic, or obscene. We have zero tolerance when it comes to communicating in a sexually explicit manner towards anyone on Oki. Pedopornography, pornography, sexually explicit content or language, or any other type of content that displays or advocates for sexual acts will be removed by Oki. 

If someone attempts to abuse you or displays nudity or sexual imagery in a private message or forum, make sure to report them.

Forum & Private messages

The Oki forum is a place only for discussions, encouragement, and lifting each others' spirits. Therefore, we ask our members to follow our Forum Rules.

Similarly, private messages between members are for exchanging information regarding the items on the platform.

Violent, hateful, racist, extremist, shocking, sexist, discriminating, pornographic, or sexual posts are strictly prohibited, as well as messages containing descriptions of illegal and immoral acts, encouraging illegal acts or drug use, or containing links to pages with the type of content mentioned above.

Both private messages or any comments in the forum should always show respect to everyone involved. Anything indecent, hateful, or illegal will be removed by Oki, as per our Terms and Conditions.

If a forum topic or a private message violates our Forum Rules and community standards, seems spammy, inappropriate, or even like a threat to the whole Oki community, please help us spot it by reporting it to the Oki team.

Prohibited items

We seek to ensure member safety when selling and buying, by encouraging everyone to: 

• Get familiar with prohibited items on our Catalogue Rules and make sure your listings and items comply with the rules.

• Report sellers who list prohibited items.

If we discover that certain items violate our terms or pose any risk to our members, we may have to remove those items even if they’re not included in our Catalogue Rules list.

Authenticity

Oki has a zero-tolerance policy regarding replicas. All luxury items must have proof listed, otherwise, we’ll hide or delete them.

We don’t allow counterfeit items, imitations, replicas, and fake branded products, i.e. the manufacturing, import, and sale of products that falsely carry the trademark of a genuine brand or give impressions of being genuine branded products, therefore infringing intellectual property rights. 

Listing counterfeit items or items that imitate authentic products is against the law, third-party rights, and Oki policies. Make sure to take a few minutes to read our Privacy Policy.

On Oki, members can receive star ratings and reviews from other members or, in some cases, from Oki itself. Read on to learn more about how reviews and ratings work.

How to leave a review?

Once an order is completed, the buyer and seller can review each other and leave a star rating. Each feedback refers exclusively to the order just completed. It’s not possible to give feedback on members with whom no transactions have occurred.

Note

Neither members nor OKI receive any compensation in exchange for online reviews.

To leave a review:

• Press Leave feedback on your conversation screen with the buyer or seller. This option will appear after the order is completed. 

• Choose the number of stars you wish to assign to your experience. The lower the number of stars, the worse the experience.

• Once you have chosen the number of stars, you can add a comment and submit your review. You can submit a review within four days of the transaction. 

There are steps you can take to get more attention to your items and sell them quicker and easier:

Revamp your listing 

• Update the photos in your listing to make sure the item is clearly visible in all its beauty.

• Improve the title and description. This helps members find your item via search. 

• Set a discount for item bundles and encourage members to buy more items from you.

Build a trustworthy profile

• Verify your account to build more trust with other members.

• Present yourself and your style briefly by filling in the "About you" section in your profile. The description will be visible to the whole community.

Get noticed

• Bump your items and use Closet Spotlight to boost your closet’s visibility.

• Upload new items regularly — potential buyers will start following you and they'll be notified when you add something new.

• Reduce the price of your items. Members who follow you or who have favorited your items will be notified of the discount.

• Already started a conversation with your buyer? Make an offer to them!

Good to know:

• Offering more shipping options may also attract more buyers, as they will have more delivery choices.

• Your followers see your items on their personalized feeds.

For sellers

The Make an offer button will help you offer a lower price and encourage your buyers to hit “Buy now” faster.

Here's how:

1. Press Make an offer on the conversation screen with a buyer. 

2. Enter a new price and press Make an offer/Send.

3. The buyer will receive your offer immediately and either accept or decline it.

4. The buyer will then need to press Buy now to start the buying process.

Good to know

• The new price you offer will only be visible to the buyer you’re talking to. Other members will still see the original price of the listing. 

• You can make 5 offers per day.

• The shipping price can't be included in the discount.

For buyers

Spotted something you absolutely must have? Strike up a conversation about the item with the seller! If you’re saving up this month, why not use the Make an offer button to get a bargain?

1. Tap Ask Seller on the item's screen.

2. Press Make an offer.

3. Enter a price and tap Make an offer/Send. The seller can then either accept or decline your offer. 

4. Once you settle on the price, tap Buy now on the conversation screen with the seller and enter your payment details for checkout.

Good to know

• You can send a max of 5 offers per day.

• The largest discount you can ask for is 40% off the listed price.

• The shipping price cannot be included in the discount.

A buyer and a seller can cancel their order only if the item hasn’t been shipped yet. 

To cancel an order:

1. Open your conversation screen with the other member

2. Press ⓘ at the top-right corner

3. Choose Cancel order and select a reason from the list, or choose Other and type in the reason

Good to know: 

• A mutual agreement between the buyer and seller about canceling their order will help them avoid automatic negative feedback.

• After an order is canceled, sellers can press Re-upload item on their conversation screen to put the item on sale again.

• In certain cases, we may cancel an order too.

We appreciate you spreading the word about Oki and we’ll be happy to send you a coupon for inviting your friend to Oki. 

Note

At the moment, the Oki friend-referral feature is inactive, so vouchers aren’t available. If you do have some vouchers issued from before, you can still use them for your purchases as described below.

To use a coupon: 

• Simply find an item you love and press Buy now.

• The coupon will be applied to the purchase automatically. You’ll see it at the checkout screen after entering your payment details.

Note

Currently we do not support coupon-based payments with custom shipping or no shipping options.

I can’t see my coupon 

Sometimes the reason you don’t see your coupon is because the invited users didn’t sign up using the link. If your coupon seems to be missing, please send us the username of the member you invited, and a screenshot proving that you shared your invitation link with them.

Good to know:

• Coupons can be used to buy items that cost at least $15

• Coupons only cover the item’s price (not postage costs or the Buyer Protection fee)

• Coupons are eligible for 30 days (their expiry date is in the coupon message)

• Only 1 coupon can be used at a time, and it can't be redeemed in cash

If your payment failed, this error may be caused by a temporary glitch or other reasons depending on your payment method. We’re sorry you experience this issue, below please see how you can fix it.

How to solve the issue

• Try repurchasing the item an hour later. When doing this, don’t close your app/browser and ensure you have a stable internet connection.

• Try using a different payment method. 

• Try buying the item on your internet browser instead of the Oki app (or vice versa).

Still no success?

See further solutions by payment method:

Credit/debit card

• Make sure that all the card details you’ve entered on Oki are correct. If not, you can change your bank card details anytime.

• Try using a different bank card if you have one. We support all major credit and debit cards.

• Contact your bank (your card issuer) and double-check if:
  
  

  • You have enough funds available in your account

  • Your contact details in your bank are up to date (incorrect details may cause problems with payment authentication

  • There are no holds/additional security restrictions on your account

  • There are no limits you've reached (a maximum number of purchases or an amount spent per day/month).

Apple Pay or Google Pay

Apple Pay and Google pay use your bank card to facilitate payments. Please contact your bank (your card issuer) and be sure that:

• You have enough funds available in your account

• There are no holds/additional security restrictions on your account

• There are no limits you've reached (a maximum number of purchases per day, an amount spent per day/month).

Additionally, you can contact Apple Pay or Google Pay customer service. You may check whether there are any issues on their behalf.

If the solutions above don’t work, please contact us via the button below. Please attach a screenshot of the error message, or the screen that you see when you try to pay. We'll then get back to you shortly!

Important

Please be aware that the money might still be charged (or reserved) from your account even if your payment fails. However, if this happens, please reach out to us — we will make sure you receive a full refund.

After pressing the Buy now button, you’ll be able to choose the payment method for your order. Payment methods available on Oki are:

Valid credit/debit cards

• We accept Visa, MasterCard, JCB, Discover, and Diners Club.

• Prepaid cards (PCS) and virtual cards are also accepted.

Apple Pay

• If you have Apple Pay set up on your iOS device, you can use it to pay on Oki.

• Confirm the payment with your Touch ID without leaving the checkout screen. Note that another verification method may be used (such as Face ID or a passcode), depending on your device.

Google Pay

• If Google Pay is installed on your Android device, you can use it to pay for your Oki order.

Your Oki Wallet

• If you have money in your Oki Wallet (Balance) as a result of your sales, this payment method will be chosen automatically.

• While paying with your Oki Wallet, for security reasons, we’ll ask you to confirm your bank card information (if you haven’t registered one yet). This applies even if the amount of your purchase is fully covered by the money available on your Oki Wallet.

• You can cover a part of an item’s price by another payment method if the funds in your Oki Wallet aren’t enough.

• Don’t want to use your earnings for purchases on Oki? You can pay out money from your Oki Wallet to your bank account at any time.

Note that Buyer Protection applies to all payments made using the Buy now button for a fee. If you buy outside of OKI, we won’t be able to help you if a problem arises.

Good to know:

• Your Google Pay, Apple Pay, and credit & debit cards payment information is encrypted and protected.

• Not all of the payment methods mentioned above may be available to each member.

• A small charge may be applied to your bank card to ensure its validity. This charge will be refunded immediately.

When you pay through Oki using the Buy now button, you also pay a Buyer Protection fee. It enables Buyer Protection for that specific order.

Buyer Protection applies until your order is completed. This entitles you to a refund if your item:

• Never arrives

• Is damaged in transit

• Is significantly not as described

We recommend refusing the package if it’s been visibly damaged in transit – this will help you get a refund.

Is there an issue with an item within a bundle? You’ll have to return all items in that bundle to get a refund. You’ll be refunded for the whole bundle in that case.

Purchased item doesn’t fit you or isn’t your style?

Unfortunately, Buyer Protection doesn’t apply in these cases. You can still talk to your seller regarding the return, but it’s up to them to accept it. You can also upload the item to your own Oki wardrobe and sell it there.

How to get a refund

There are 4 steps to claiming your refund:

1. Submit your claim within 2 days (after the order status updates to “Delivered”)

2. Chat to the seller or contact us

3. Return the item

4. Receive a refund

1. Submit your claim within 2 days

Press I have an issue in your conversation screen with the seller within 2 days after the order was marked as ‘delivered,’ even if it didn’t actually arrive. This will suspend the order. We’ll keep your payment on hold until the issue is resolved.

Important

If you miss the 2-day time frame, or if you ever press Everything is OK, your order will be completed. Buyer Protection will no longer apply, and we won’t be able to refund you. However, you and your seller may still try to solve this on your own.

2. Chat to the seller or contact us

We recommend that you come to an agreement with the seller. As long as you’ve submitted your claim within 2 days (see above), you may decide between 2 possible solutions:

• Keep the item – In the conversation screen with the seller, press View issue details, then Resolve this issue to complete the order and release your payment to the seller.

• Return the item – You can agree to return the item to the seller and claim a refund.

You don’t have to inform us about your choice, unless you can’t come to an agreement with the seller. If so, you can contact us via the issue details screen. We will review the situation and make the final decision on the case. If we consider that the item is significantly not as described, we will issue a refund.

3. Return the item

Here’s how to return an item step by step.

Important

Usually, buyers cover the cost of the return postage unless you and your seller agree otherwise.

The return shipping cost depends on the shipping provider chosen by you and/or the seller. Any provider is suitable, as long as they offer package tracking.

4. Receive a refund

You will receive your refund to the same e-wallet or account that you originally paid from. The refund processing time depends on the payment method initially used for this order.

Here’s more information on refunds and their processing time.

For more details, please read our Terms and Conditions.

Our goal is to provide you with a safe and secure buying experience. To do that, we apply a Buyer Protection fee whenever you pay through Oki. The fee consists of:

• A fixed amount of $0.70

• 5% of your item's price (excluding taxes and shipping cost, agreed between you and the seller)

You will see the total Buyer Protection fee amount, calculated to the final price of your item at the checkout page.

Learn more about the benefits that you get from our Buyer Protection policy.

Our Catalog Rules help to make Oki a safe and fair place to buy and sell. So if a listing goes against these rules, we’ll have to hide or remove it.

Hidden listings 

We’ll have to hide your listing if: 

• The item is not in accordance with our Catalog Rules

• You haven’t provided the necessary authenticity proof for your item

• You haven’t provided proof that your item isn’t made from real fur

• The item's price, condition, size, or hashtags are inaccurate, unclear, or intentionally misleading. For example:

  • The listing description doesn’t match the item 

  • Multiple (and unrelated) brands are mentioned in a single listing

  • The listing was uploaded for the purpose of bidding

  • Unrelated or excessive hashtags are used

  • The item isn’t available or has already been sold

  • The listing description promotes another marketplace

  • The listing is in the wrong catalog category

  • The listing photos are not good quality

Deleted listings

We have to delete a listing if it goes against our Catalog Rules or the item is prohibited by any applicable law, rule, or regulation. For example:

• The item is counterfeit

• The pictures are taken from another website, including stock photos

• The pictures contain nudity elements or provocative posing and gestures

• The item infringes copyright or any other intellectual property (IP) rights

• The item is reproduced without the copyright/IP holder’s consent

• The item requires an age-rating label, but it’s missing

• The item contains an animal product such as fur, reptile skin, shell, or ivory (however, leather, sheared sheep wool, cashmere, and mohair are allowed)

• It’s uploaded for the purpose of reselling (i.e. commercial selling)

• It’s uploaded as a request for the item, not the item itself

• The item is listed more than once and is a duplicate

• It’s a cosmetic product, perfume, cosmetic accessory, or beauty tool that has been opened/used or not in its original sealed packaging (this restriction applies to makeup, cream, lotion, perfumes, hair-care products, brushes, sponges, and any other beauty tools)

• It’s a cosmetic, medicinal, or (electronic) grooming product for an animal

• It’s (handmade) underwear bottoms, bedding, or towels without explicitly shown tags and/or original packaging (this way, they’ll be considered as used)

• ​​It’s a fetish-related item or item promoting sex services

• The item poses a risk to children's health (i.e., car seats, cribs and cradles, swimming equipment and toys, baby bottles and other feeding equipment — see the Catalog Rules for more specific information)

Please note that this list is non-exhaustive and these examples should only be used as a guide. See our Catalog Rules for more information. 

Prohibited items and refunds

We cannot refund the cost of a Bump, Closet Spotlight, or bundle if it includes prohibited items that we’ve had to hide or delete.

Selling identical items

The same items can’t be listed twice on Oki. If you have a few items which are similar or the same, please consider doing the following:

• Create one listing and mention that you have 2 or more of the same items in the description

• If you have the same items in different sizes, take photos of all items' label sizes

• If you have the same items in similar colors, use photos from different angles and write the colors in the description. Please take good quality photos where the color of each item is distinct and easily separable.

Saw another member breaking the rules?

You can report a member if they’re selling a prohibited item or their listing goes against our rules — it really helps improve others’ experience on Oki.

Good to know

• We'll always notify you why we’ve deleted or hidden your listing. 

• If we’ve hidden your listing, you can improve and republish it. Items that violate our Catalog Rules aren’t restored.

• We’ll have no choice but to suspend your account if you repeatedly violate our Catalog Rules.

• We’ll have to block your account if you repeatedly act against our item authenticity policy.

Ensuring you’re protected while you’re on OKI is one of our top priorities. You can help us out and make OKI a safer, friendlier and more trustworthy place by reporting when:

• Private messages contain discrimination, inappropriate/sexual content, requests for personal photos or any private information, comments on your appearance, body, spam, inappropriate feedback

• Forum activity is inappropriate, it's spam, it violates our Forum rules or seems to be a threat to the whole Oki community

• A member uses improper username, avatar, profile description, a member is insulting others, spamming, having multiple accounts, or is involved in fraudulent activity

• An item is illegal, counterfeit, not allowed in the catalogue, containing pictures that don't belong to the member, or in any other way violating our Catalog Rules

• You receive a spam or spoof mail containing phishing messages (on Oki or any third-party platform) regarding your activity or account on Oki

Important

If you’ve disclosed your personal details to another OKI member and think you may have been scammed, make sure to take immediate action against online attacks.

Here’s how to report: 

Report a chat

• Go to the chat you want to report

• Tap on the ( i ) icon and choose Report

• Let us know what’s happening by selecting a reporting reason.

Report forum content

• Go to the forum content you want to report

• Tap the 3 dot symbol and select Report

• Let us know what's happening by choosing the right reporting reason.

Report inappropriate feedback

• Press the ( i ) icon on your conversation screen with the member that left you feedback, and then Report

• Choose Member left harassing/inappropriate feedback and explain the situation.

Report a member 

• Go to the member’s profile

• Tap the 3 dot symbol and submit a report.

Report an item

• Tap on the item you want to report

• Tap the 3 dot symbol in the upper right corner of the screen and choose Report.

Report an intellectual property infringement

If you are an intellectual property right holder or representative and believe an item infringes on your rights, please use this reporting form. It is dedicated to all possible intellectual property rights infringements.

Report a phishing mail

To report a phishing message from the conversation screen:

• Tap on the ( i ) icon at the top right corner

• Select Report

• Choose Spam and Submit.

You may also block another member permanently  they will no longer be able to send you messages or buy your items. To do this, select Block instead of Report while on their profile. 

In case we need any additional information to investigate, we'll contact you. However, please note that some details of the investigation result will remain confidential due to privacy policies. 

If you’re ever in doubt about when should reporting be made, please see our Community Standards. For additional information, go to Terms and Conditions, Trust and Safety or Privacy Policy.

Ensuring your data’s safety on Oki is one of our top priorities:

• We work with secure payment service providers and take measures to protect your personal information. This way, we aim to prevent any loss, misuse, unauthorised access, disclosure, alteration, or destruction.

• We encourage you to take the necessary precautions to keep your phone and computer safe. In the unlikely case of attackers gaining access to your Oki account, they will never see your full personal information. 

• The information you provide to us, e.g. your real name or delivery address, only becomes available to the seller after you purchase an item and they open Delivery instructions.

For additional information, please see our Privacy Policy and Trust and Safety page. Stay safe!

We have a zero-tolerance policy regarding non-genuine items. 

Therefore, when you list a luxury item, please show its authenticity. Otherwise, we’ll have to hide or delete such listing.

You may be asked for proof of authenticity when you list items by brands that are popular targets for counterfeiters, but may not be luxurious pieces. Please show their authenticity, otherwise your listings will be hidden or deleted. 

How to show your item’s authenticity

To let members see that your item is authentic, please upload pictures of the following:

• Receipt

• Certificate

• Tag

• Logo 

• Pattern

• Stitches

• Original packaging

• Date code/authenticity code 

• Any other relevant details that would allow you to show the item’s authenticity

If your listing doesn't show your item's authenticity, we'll hide it and ask you to upload additional pictures of the details mentioned above.

If your listing offers counterfeit items for sale, we’ll permanently remove it and suspend your account.

Important

If you repeatedly do not follow our Item Authenticity Policy and intentionally list non-genuine items, we’ll have no choice but to remove these items and block your account permanently.

Good to know 

• Always refrain from uploading an item that you suspect to be counterfeit. This way, you’ll avoid unwanted attention from brand owners, law enforcement, and our team.

• You should only add the actual brand of the item to your listing. Mentioning other brand names violates intellectual property laws. Therefore, we may have to remove such listings.

• If you notice a suspicious item on OKI, we’d appreciate it if you reported it. 

You can support and donate to those in need through Oki. Every little bit of help and each act of kindness makes an impact.

100% of your donation will go to the organization. You can donate up to $160 at a time and as many times as you wish.

Donate using a direct payment

You can make a payment through Oki to donate. You can use any of the available payment methods to do this.

To donate, please follow this link.

Also, to make a donation using a direct payment, you can follow these steps: 

• Go to your OKI Balance

• Press Donate

• Choose the amount you would like to donate

• Select the payment method

• Confirm the payment

Organisations you can donate to

Currently, you can donate to UNHCR, The UN Refugee Agency. The funds are being raised for the Ukraine Emergency Relief Appeal campaign.

When you donate to this campaign, our payment partner, Adyen, will double your donation. They’ll match every dollar donated by OKI members in any amount.

Good to know  

• Donations are non-refundable.

• We won’t be able to provide you with a tax receipt for your donation. 

• Our payment service provider, Adyen, handles the donation processing.

In addition to donating directly through Oki, you can also make a difference by simply selling your second-hand items and donating a percentage from your sales to charity. No matter the amount, you’ll help people in need.

• Choose the percentage to donate — your contribution is calculated automatically from the sale

• Manage your donations anytime — change your donation rate or turn this feature on/off (changes will apply to your future sales)

• No fees apply — the charity will always receive your full contribution

How it works

Go to the Donations tab in Profile > Donations to enable this feature and manage your options. To get started:

• Press Set up Recurring donations

• Choose a donation rate (percentage to be subtracted from your sales)

• Press Start Recurring donations

Once enabled, the selected donation rate will be subtracted from all your future sales, including items you listed previously. 

For example, if you choose to donate 10% and sell a $10 blouse, you’ll get $9 and the charity will get $1.

You can manage your donation details or stop donating at any time from the Donations tab. Please note that any changes will only apply to future sales — you cannot change donation options for pending orders.

Note

Double your contribution. Our payment partner Adyen has pledged to match every donation given by Vinted members!

Choose to donate 100% of your earnings and we’ll donate an amount equal to the Buyer Protection fee from every item you sell. Both the earnings and the equivalent Buyer Protection fee from the transaction will go to your selected charity.

Available charities

Currently, you can donate to the UNHCR — the UN Refugee Agency. Your donation will help support the Ukraine Emergency Relief Appeal campaign.  

In the future, we may add other charities and organizations, so you can choose important causes you want to support. 

Good to know

• If an order gets canceled, the full payment will be returned to the buyer and your contribution won’t reach the charity.

If you can't access your account:

• Try entering your email address instead of your username (use the email address you used to register on Oki), or the same log-in method you used to sign-up, such as Facebook, Google, or Apple ID.

• Make sure you’re trying to log in to the correct website or app for your region.

Note

If you signed-up by Facebook, Google, or Apple ID, you might not have a password yet. Follow the steps below to create a password and continue to your account.

You can reset your password and create a new one if you’ve forgotten it or didn’t have a password before (like when using a Facebook, Google, or Apple ID login). 

To reset your password or create a new password: 

• Press Log in and then log in with email

• Select Forgotten your password?

• Enter your email address and then press Submit

• Open our email and press Change password

• You’ll then be able to create a new password and regain access to your account.

You can also enter the email linked to your Facebook, Google, or Apple ID if you signed-up by one of these methods. 

Be sure to check your spam folder to make sure our email didn’t end up there.

If you can’t access the email that you signed-up with or don’t receive the password reset email, press “Contact us” below.

If you still can’t log in, your account might be on hold:

• You might need to provide proof of identity.

• We might need to verify your phone number.

• Your account might be blocked. We’ll always inform you about being blocked when it happens and what you can do next. 

It’s possible that you have created a Oki account some time ago and forgot about it. To check if that’s the case, select the option to log in with email, press “Forgotten your password?” on the login screen, and enter your email address.

Within a few minutes, you will receive a password reset link to your email. Press on the link to create a new password and log in to Oki.

If you don’t receive the password reset link, or you’re sure that you’ve never created a Oki account before, press the Contact us button below.

In your message, explain the situation. If you’ve created an account before, include your username and the email address you used to register on Oki. We’ll look into it and offer guidance to you shortly.

This happens when members ignore our Terms & Conditions, Catalog Rules, or Forum Rules.

You may be temporarily blocked 

Your account will be unblocked automatically after 7–14 days. You'll see the block end-date when you log in to OKI. We can’t unblock it earlier, except if you prove we’ve blocked it by mistake.

Among other reasons, we temporarily block members for:

• Deliberately offensive behavior towards members or our team, or spamming on our forums

• Abusing the ability to report other members and content, or abusing our appeal procedures over restrictions

• Inappropriate behavior and/or uploading inappropriate pictures

• Selling counterfeit items, i.e. fakes and/or unauthorized replicas of original products

• Promoting selling outside the Oki payment system

• Selling items for commercial purposes

You may be definitively blocked

If you're blocked definitively, you can still log in to:

• Contact another member about an ongoing order (as a buyer or seller) 

• Contact us to find out if your account will be unblocked

• Pay out earnings from your Oki Wallet (unless the payout can’t be completed because it would harm other members or it’s from a compromised account, or you were blocked because our payment service provider determined a risk of fraud)

To pay out:

• Log in to your OKI account — you’ll be directed to your inbox

• Go to your OKI Wallet under your profile and make a payout.

We definitively block members who:

• Sell items which are prohibited by any applicable law, rule, or regulation

• Commit fraud or scam other members

• Have multiple accounts

• Repeatedly sell counterfeit items, i.e. fakes and unauthorized replicas of original products

• Repeatedly upload inappropriate items or pictures that contain nudity elements or provocative posing and gestures 

• Repeatedly ignore our team's messages and don't take the required action

• Repeatedly sell items for commercial purposes 

Note

In certain cases, you won't be able to log in to your OKI account while blocked. If this happens — contact us using the button below.

Good to know

• We always seek friendly solutions and inform members when blocking their accounts.