Frequently Asked Questions (FAQ)
faqs
1. what types of items do you sell?
we specialise in curated collections of vintage, designer, archive and luxury clothing and accessories, alongside selected contemporary pieces. each drop features a considered mix of pre-owned, vintage, archive, designer and occasional new or unworn pieces.
2. how often do you release new collections?
we release four curated collections each year, with a new drop every three months. each collection is thoughtfully selected to offer unique, high-quality pieces across vintage, designer, archive, luxury and contemporary fashion.
3. how do i stay updated on upcoming drops?
to stay in the loop, sign up to our newsletter for updates, previews and release information. you can also follow us on social media for sneak peeks, behind-the-scenes content and reminders about upcoming drops.
4. are all the items pre-owned?
not all our items are pre-owned. while we specialise in vintage, archive and designer second-hand goods, we also offer selected new, unworn, deadstock or contemporary pieces that complement the curated nature of our collections.
each product description will note the item’s condition as clearly as possible.
5. how do you ensure the authenticity of the items you sell?
authenticity is a top priority for us. we carefully inspect each item for brand markers, labels, stitching, hardware, serial numbers where applicable, fabrication, construction and other signs of authenticity.
we source through trusted channels and use our knowledge of designer, luxury and archive clothing to assess each piece before listing.
6. are the items available in all sizes?
our collections vary with each drop, so the sizes available depend on the specific curation.
vintage, archive and international sizing can vary significantly between designers, eras and countries of origin. we recommend checking the measurements listed on each product page and comparing them with a similar item you already own.
if you need additional measurements or fit guidance, please contact us before purchasing.
7. can i return or exchange an item?
we do not offer exchanges or additional goodwill returns outside of your statutory rights, due to the unique and often one-of-one nature of our pieces.
for online orders, you have the right to cancel your order within 14 days of receiving it. once you have told us you wish to cancel, you then have a further 14 days to return the item to us.
returned items must be sent back in the same condition they were received: unworn, unwashed, unaltered, undamaged, and with any original tags, labels or packaging still attached where applicable.
to start a return, please email 3aem.shop@gmail.com with your order number and the item you wish to return.
customers are responsible for return postage unless the item is faulty, damaged on arrival, or materially not as described. we recommend using a tracked service, as the item remains your responsibility until it reaches us.
once we receive the returned item, we will process your refund within 14 days. refunds will be made to the original payment method.
standard delivery costs will be refunded where required by law. upgraded, express or premium delivery costs are non-refundable beyond the standard delivery amount.
this does not affect your statutory rights.
8. can i cancel my order before it is dispatched?
if you wish to cancel your order before it is dispatched, please email us at 3aem.shop@gmail.com within 24 hours of placing your order.
we aim to process and dispatch orders as quickly as possible, so we cannot guarantee that cancellation requests made after this time can be accepted.
if your order has already been packed or dispatched, you may still use your statutory right to cancel once the item has been delivered, as set out in our returns policy.
9. what if my item arrives damaged, faulty or not as described?
if your item arrives faulty, damaged or materially not as described, please contact us as soon as possible at 3aem.shop@gmail.com.
please include your order number, clear photos of the item, the packaging, and the issue you are reporting.
we carefully inspect, photograph and describe each piece before packaging, including any notable imperfections. minor signs of wear, age or handling that are shown or described in the original listing are not considered faults.
where an item is confirmed to be faulty, damaged on arrival, or materially not as described, we will offer the appropriate remedy in line with your statutory rights. as our items are usually one-of-one, a replacement may not be possible.
10. what happens if my parcel is lost or damaged in transit?
if you believe an item has been damaged in transit, please contact us immediately at 3aem.shop@gmail.com with photos of the outer packaging, inner packaging and the item itself.
please keep all packaging until the issue has been reviewed. this helps us investigate the matter and, where appropriate, raise a claim with the courier.
we photograph all stock before packaging so we can compare the item’s condition before dispatch and after delivery.
we are not responsible for damage that occurs after the item has been delivered into your possession, including damage caused by wear, washing, alteration, mishandling, attempted repair or improper storage.
11. how do i know if an item will fit me?
we provide measurements and sizing information for each item where possible. all measurements are taken by hand and should be treated as approximate.
vintage, archive and designer sizing can differ from modern sizing, so we recommend comparing the listed measurements with a similar item you already own.
sizing issues are treated as a change-of-mind return and must be raised within the statutory online cancellation period.
12. do you offer international shipping?
yes, we offer worldwide shipping.
uk orders are sent via tracked 24 at a flat rate of £5.45. orders are typically dispatched within 1–3 working days after purchase.
for europe, there is a flat delivery fee of £20 per order.
for the usa, there is a flat delivery fee of £25 per order.
for the rest of the world, there is a flat delivery fee of £30 per order.
international customers are responsible for any customs duties, import taxes or local charges that may apply on arrival.
delivery times may vary depending on destination, courier delays and customs processing.
13. can i collect an item in person?
yes, london pickup is available by prior arrangement.
please select “london pickup - free” at checkout and we’ll contact you to arrange a suitable time and date.
14. can i sell my items to you?
we’re always looking for high-quality, designer, archive or vintage pieces to add to our collections.
if you have something you think would be a good fit for 3aem, please email 3aem.shop@gmail.com with the following:
item;
condition;
size;
colour;
flaws;
era;
5 clear and detailed photos;
how much you are wanting for the piece.
we’ll get back to you if we feel we can sell it for an upcoming drop.
15. how do i care for my pre-loved items?
each item is unique, and care will depend on the fabric, construction, age and condition of the piece.
we recommend following the care label where available. for delicate, vintage or archive garments, we advise specialist dry cleaning or gentle hand care where appropriate.
please avoid washing, altering or repairing delicate pieces without checking the fabric and construction first.
16. how do i purchase an item?
simply browse our collections online and add your desired item to your basket.
during checkout, you’ll be able to enter your shipping and payment details. once your purchase is confirmed, we’ll carefully pack and dispatch your order.
17. do you accept offers?
offers may be considered on selected items at our discretion.
this may not apply to all pieces, new drops or rare archive items.
18. do you offer holds?
we do not usually offer holds, as all pieces are one-of-one and available on a first-come basis.
19. do you rent or loan pieces?
selected pieces may be available for stylist loans, rentals or editorial pulls.
all loans and rentals must be agreed in advance and are subject to availability, approval, signed terms and payment where applicable.
please contact us with the full shoot or event details, dates, talent, publication/platform, budget and moodboard where relevant.
20. can an item sell while i am enquiring about a loan or rental?
yes. sales are our first priority.
an item is not reserved until loan or rental terms have been agreed, the relevant paperwork has been completed, and any required payment has been made.
21. can i use 3aem images?
please do not use 3aem images without permission.
for press, styling, editorial or feature requests, please contact us directly.
22. how can i contact 3aem?
for orders, returns, press, stylist loans, rentals, selling enquiries or general questions, please contact:
3aem.shop@gmail.com
you can also reach us via instagram:
@___3aem