FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
GENERAL
What is LOOP?
LOOP is KOLAB's circular fashion platform that allows customers to pass down their pre-loved KOLAB items and earn store credits.
How do store credits work?
Store credits have a 1:1 value - 100 credits equals $1 USD. These can be used towards any purchase on KOLAB.
Do I need a separate account for LOOP?
No, your KOLAB account works seamlessly with LOOP. When you log in to LOOP, you'll be automatically connected through your KOLAB account.
What if I have questions about my transaction?
Contact our customer service team at loop@kolabcollection.com for any questions about your LOOP transactions.
WARDROBE
What is "My Wardrobe"?
My Wardrobe is your digital closet that displays all KOLAB items you've purchased. Items appear here after successful delivery.
Will items I purchase on LOOP appear in my wardrobe?
Yes, once your LOOP purchase is delivered, it will automatically appear in your digital wardrobe.
FOR SELLERS
What items can I sell on LOOP?
Currently, you can sell any KOLAB item that appears in your digital wardrobe (items you've purchased from KOLAB).
How do I price my items?
LOOP provides suggested prices based on your item's condition:
- Like New (70% of original price): Unused, original tags present
- Very Good (50%): Minor to moderate signs of wear
- Fair (30%): Signs of heavy wear such as worn corners or significant scratches
- As Is (10%): Extensive wear, may require repair
How do I earn store credits?
When your item sells and is delivered to the buyer, you'll receive store credits worth 95% of the sale price (LOOP takes a 5% commission).
How can I ensure my listing is approved?
Follow the product condition guidelines, provide accurate descriptions, and ensure your item is from your KOLAB wardrobe.
What are the main rules for selling on LOOP?
Key requirements include:
- Ship within 3-5 business days
- Add tracking within 48 hours of shipping
- Accurately describe item condition
- Use clear, well-lit photos
- Respond to buyer questions promptly
When do I receive my store credits?
Store credits are added to your wallet once the item is confirmed as delivered to the buyer.
How do I ship my sold items?
Once your item sells, you'll receive shipping instructions and the buyer's address. After shipping, simply add the tracking number to your sale.
Can I cancel a listing?
Yes, you can remove your listing at any time before it sells by using the "Remove Listing" button in My Sales.
Can I edit my listing?
Yes, you can edit your listing details using the "Edit" button in My Sales as long as the item hasn't sold.
Where can I use the store credits I earned?
You can use your store credits on both KOLAB and LOOP.
Can I combine store credits with other payment methods on LOOP and KOLAB?
Yes, you can use store credits for part of your purchase and pay the remaining balance with regular payment methods.
FOR BUYERS
What should I know before buying?
Important points:
- All sales are final ("as-is")
- Inspect items within 48 hours of delivery
- Claims accepted only for:
1. Significant misrepresentation
2. Wrong item received
3. Shipping damage
- Pay with store credits or regular payment methods
How can I pay for items on LOOP?
You can use regular payment methods or store credits in your wallet.
Can I combine store credits with other payment methods on LOOP and KOLAB?
Yes, you can use store credits for part of your purchase and pay the remaining balance with regular payment methods.
What condition can I expect the items to be in?
Each listing includes a condition rating and detailed description from the seller. The condition ratings are clearly defined to ensure transparency.
Will I be notified when my item arrives?
Yes, you'll receive an email notification when your item is delivered, and it will automatically appear in your digital wardrobe.
WALLET & CREDITS
How can I check my store credit balance?
Your credit balance is visible in "My Wallet," along with a transaction history of earned and spent credits.
Is there a limit to how many store credits I can earn?
No, there's no limit to how many store credits you can earn through LOOP.
Can I transfer my credits to someone else?
Currently, store credits are non-transferable and can only be used by the account holder.