Seller Guidelines

At Project Emerald, we’re committed to fostering a vibrant, trusted community for circular fashion — one built on quality, sustainability, and mutual respect between buyers and sellers. These guidelines are designed to help you succeed as a seller while ensuring that every transaction meets our community standards and complies with our platform policies.

While most sales go smoothly, we know that clear expectations from the outset help prevent misunderstandings and build trust. By following these guidelines, you’ll not only enhance your shop’s reputation but also contribute to a transparent, fair, and accountable marketplace for all.

1. Overview & Account Compliance

●All sellers must adhere to Project Emerald’s Terms of Use, which govern obligations across the platform, eligibility (must be at least 16 years old), and permitted behavior.

● Sellers are responsible for maintaining accurate account details and ensuring account security.

● Sellers may use Single Sign-On (Apple, Google, Facebook) but must ensure permissions and shared data comply with privacy norms.

2. Listing Standards & Best Practices

● Listings must include accurate descriptions, condition, size, brand, and any flaws.

● Use at least 3 high-quality, well-lit photos—front, back, close-up of material or neckline.

● Avoid vague titles or stock/endless text—e.g., use “Zara Blue Denim Jacket – Size M” not just “nice top.”

● Provide clear, honest visuals of wear or damage.

3. Privacy & Data Handling

● Sellers must comply with the Privacy Policy, handling buyers’ personal data (e.g. contact, transaction, technical data) responsibly.

● Any data gathered via the platform must be used only for authorized purposes; personal data must not be disclosed improperly.

4. Returns & Refunds

● Return requests are accepted only if:

  • The item is significantly misdescribed,

  • It arrives damaged or differs drastically from listing,

  • Or is proven counterfeit. All within 5 days of delivery, supported by photos.

● Refunds may be issued when:

  • Item is not as described,

  • Not received (no valid tracking),

  • Counterfeit or policy breach. Buyers must contact support within 5 days.

● Sellers are not required to accept returns for change of mind, sizing issues, or minor wear.

● If a return is approved, the buyer bears return shipping cost unless the item is counterfeit or in violation of our policies.

5. Dispute Resolution

● Encourage resolving issues through direct messaging first. Formal disputes may be opened if unresolved within 5–7 business days.

● Disputes must be raised within 5 days of delivery or estimated delivery date, with adequate evidence (photos, tracking, messaging).

● Resolution may include refund issuance (with or without return), dispute closure, or enforcement against policy violations.

● Buyers are responsible for return shipping if applicable unless otherwise decided.

● Project Emerald’s decisions are final. Abusive behavior or repeated complaints may lead to warnings or account restrictions.

6. Payout Terms

● Payments are processed securely via Stripe. Sellers must connect a valid Stripe account.

● The Project Emerald platform fee is 15% for brands and individual sellers and 10% for approved charity partners.

● Approved brands may be eligible for a 2% royalty payment by sellers of their brand on the platform, provided they have met our conditions of trade. For example, Items must be categorised correctly and brand name noted on listing. Cross promotional opportunities must be fulfilled before royalty payments are deemed eligible for payout.

● Payout occurs within 10 days after marking an item as shipped with a valid tracking number.

● Note: Bank processing may add 1–2 business days; delays may happen with invalid or missing tracking.

● Sellers must ensure timely upload of accurate tracking details to trigger payout.

7. Platform Conduct & Compliance

● Sellers must not circumvent our systems (e.g., off-platform communication to avoid platform fees).

● Must not post or sell counterfeit, illegal, or unauthorized items.

● Reviews must be honest and based on actual experience; abuse or misinformation may result in removal.

● Liability is limited per platform Terms, and sellers must respect applicable consumer laws.