Question 1

What is Looosh?

Accepted Answer

Looosh is a curated resale and handmade marketplace where buyers can discover pre-loved and handcrafted items, and sellers can list, sell, and ship from one place.

Question 2

Do I need an account to shop?

Accepted Answer

You can browse listings without an account. You'll need to sign in to add items to your cart, make purchases, save favorites, or contact a seller.

Question 3

How do I create an account?

Accepted Answer

Click 'Sign in' at the top of any page and follow the prompts to create your account. Once you're in, you can shop immediately and set up a seller profile when you're ready to sell.

Question 4

Is my personal information safe?

Accepted Answer

Yes. Looosh uses secure payment processing and never shares your personal information with third parties for marketing. See our Privacy Policy for full details.

Question 5

How do I find items?

Accepted Answer

Use the search bar or browse by category. You can filter by size, condition, price, audience, and more. Save searches to get alerts when new matching items are listed.

Question 6

Can I make an offer?

Accepted Answer

Yes — many sellers accept offers. Look for the 'Make an offer' option on a listing. Sellers can accept, counter, or decline. Accepted offers create a binding order.

Question 7

How do I check out?

Accepted Answer

Add items to your cart and proceed to checkout. You'll enter or select a shipping address, review the price breakdown (including shipping and any applicable tax), and pay securely.

Question 8

What payment methods are accepted?

Accepted Answer

Looosh accepts major credit and debit cards through secure payment processing. All transactions are handled on-platform to protect you under Looosh Buyer Protection.

Question 9

Where is my order?

Accepted Answer

Go to Orders to see your order status. Once the seller ships, you'll see a tracking number if one was provided. Physical item orders move through statuses like Awaiting Shipment → Shipped → Delivered.

Question 10

What does 'Buyer Protection' mean?

Accepted Answer

Looosh Buyer Protection gives you a window after delivery to report a problem — such as an item that wasn't as described, didn't arrive, or arrived damaged. You can open a claim through your order if something goes wrong.

Question 11

How do I start selling?

Accepted Answer

Go to your account and set up a seller profile with your store name, bio, and shipping origin. Then create your first listing from the Seller Dashboard or My Listings page.

Question 12

Do I need to accept the Seller Agreement?

Accepted Answer

Yes. Before publishing listings, you'll be asked to accept the Looosh Seller Agreement. This outlines your responsibilities as a seller, including accurate listings, timely shipping, and fee obligations.

Question 13

What fees does Looosh charge?

Accepted Answer

Looosh charges a seller commission on each completed sale — the standard rate is 7% of the item price (not including shipping). There are no listing fees and no commission on shipping. Qualifying new sellers may receive a reduced rate for a limited time. Buyers pay a Secure Payment & Protection Fee of 3.5% + $0.04 per order, which covers secure checkout, buyer protection, and claims support.

Question 14

When do I get paid?

Accepted Answer

After an order is delivered and the buyer protection window closes (or the buyer confirms receipt), your payout becomes eligible for release. Payouts go to your connected Stripe account.

Question 15

Can I go on vacation?

Accepted Answer

Yes — enable Vacation Mode from your seller profile. While on vacation, your listings stay visible but buyers will see that your shop is temporarily away. New purchases are paused until you return.

Important: Vacation mode does not pause buyer-protection claims, return-label deadlines, return-review deadlines, shipping obligations for existing orders, or buyer-protection windows. If you have an active claim while on vacation, you may still need to provide a return label or review a returned item within the required 48-hour window. Missed deadlines may result in the buyer being automatically refunded.

Question 16

How do I handle a cancellation?

Accepted Answer

Sellers should only cancel an order if the item is no longer available. Frequent cancellations affect your seller standing. Buyers can also request a cancellation before shipment, which you can approve or decline.

Question 17

How do I list an item?

Accepted Answer

Go to Create Listing from your dashboard. Add photos, a title, description, category, condition, price, and shipping details. You can save a draft at any time and publish when you're ready.

Question 18

How many photos can I add?

Accepted Answer

You can add multiple photos per listing. Clear, well-lit photos from multiple angles help buyers feel confident and can improve your listing's visibility.

Question 19

What if my listing is rejected?

Accepted Answer

Looosh reviews listings for policy compliance. If a listing is rejected, you'll see a reason and can edit and resubmit. Common reasons include prohibited items, misleading titles, or image quality issues. See our Prohibited Items Policy for details.

Question 20

Can I use AI to help fill in my listing?

Accepted Answer

Yes — Looosh offers AI-assisted listing tools that can suggest a title, description, and category based on your photos. You review and edit all suggestions before publishing.

Question 21

Can I edit a listing after it's published?

Accepted Answer

Yes, you can edit most listing details at any time. Some fields (like listing kind and fulfillment type) are locked after a listing's first publication to protect buyer expectations.

Question 22

What counts as handmade on Looosh?

Accepted Answer

Handmade listings are for items you (or your small team) make yourself — crafts, art, jewelry, custom apparel, and similar original creations. Resale of mass-produced goods does not qualify as handmade.

Question 23

Can I offer personalized or custom handmade items?

Accepted Answer

Yes. You can add personalization options to your handmade listing so buyers can specify colors, sizes, text, or other details at checkout. You'll see their responses in the order details.

Question 24

How does production lead time work?

Accepted Answer

When creating a handmade listing, you set an estimated production lead time in days. Buyers see this before purchasing so they know when to expect their item to ship.

Question 25

Do handmade items go through the same shipping process?

Accepted Answer

Yes. Once production is confirmed and the item is ready, you ship it the same way as a resale item — mark it as shipped and add a tracking number (or purchase a label through Looosh).

Question 26

How do digital downloads work?

Accepted Answer

When you purchase a digital product, access is activated automatically after payment is confirmed. No shipping is involved — your download becomes available in your order details.

Question 27

Where do I download my files?

Accepted Answer

Go to Orders, open the order for your digital purchase, and find the downloads panel. You'll see a button to generate your secure download link. Links expire after a short time for security, but you can generate a new one within your download limit.

Question 28

How many times can I download?

Accepted Answer

Each digital purchase includes up to 3 downloads and a 90-day access window. If you run out of downloads or your access expires, contact support to request a reissue.

Question 29

What if I have a problem with a digital download?

Accepted Answer

If your file won't download, appears corrupted, or doesn't match the listing description, contact Looosh support. Digital purchases are reviewed under our digital product protection policy — we'll work with you to resolve the issue. Note that digital items use a file/access protection process, not a return-shipping process.

Question 30

Can sellers offer personalized digital products?

Accepted Answer

Yes. Some digital listings are made-to-order — the seller creates a custom file after your order. You'll see your order status update to 'fulfillment pending' until the seller uploads your custom file.

Question 31

How do sellers ship orders?

Accepted Answer

Sellers are responsible for shipping physical items promptly — typically within the timeframe shown at checkout. They can ship using any carrier and provide a tracking number, or purchase a label directly through Looosh.

Question 32

How do I track my order?

Accepted Answer

Once a seller marks an order as shipped and adds a tracking number, you'll see it on your order page. Click the tracking number to follow the shipment with the carrier.

Question 33

What carriers does Looosh support?

Accepted Answer

Looosh supports USPS and UPS label purchase directly on the platform. FedEx labels are not currently available for purchase through Looosh — but sellers can buy a FedEx label outside Looosh and enter the tracking number manually. Sellers may use any carrier they prefer for manual tracking.

Question 34

Who pays for shipping?

Accepted Answer

Shipping cost depends on the listing. Some sellers offer free shipping; others pass the cost to buyers. The shipping amount is always shown clearly at checkout before you pay.

Question 35

What if my order never arrives?

Accepted Answer

If your order shows as delivered but you haven't received it, or if it's been stuck in transit much longer than expected, contact Looosh support and we'll help investigate. You may also be able to open a claim through Buyer Protection.

Question 36

Can sellers buy shipping labels through Looosh?

Accepted Answer

Yes. Sellers can purchase USPS and UPS labels directly through Looosh at competitive rates. The label cost is deducted from your seller proceeds — you're not separately charged. FedEx labels are not currently available for purchase through Looosh; if you prefer FedEx, you can buy a label outside Looosh and enter the tracking number manually.

Question 37

What if I'd rather ship manually?

Accepted Answer

Manual tracking is always available. If you prefer to use your own carrier account or drop off at the post office, simply mark the order as shipped and enter the tracking number yourself.

Question 38

What happens if I enter the wrong package weight or dimensions?

Accepted Answer

Carriers may re-measure or re-weigh shipments. If your package is found to be heavier or larger than declared, the carrier may assess a postage adjustment. That adjustment is deducted from your seller proceeds — the buyer is not recharged for seller package errors.

Question 39

Can I void a label I purchased?

Accepted Answer

Yes. If you haven't dropped off the package yet, you can request to void a Looosh-purchased label from your order page. Refunds from label voids are subject to carrier processing time.

Question 40

Does Looosh have a return policy?

Accepted Answer

Looosh's marketplace does not mandate universal returns — each seller sets their own return policy. However, Looosh Buyer Protection covers situations where an item significantly doesn't match its description, arrives damaged, or doesn't arrive at all.

Question 41

How do I open a claim?

Accepted Answer

From your order page, you'll see an option to open a claim during the buyer protection window. For most items, this window is typically 3 days after delivery. For certain medium- or high-value items, the window may be 5 days from delivery. Describe the issue and upload any supporting photos. Our team will review the claim and may ask for more information.

Question 42

What is a claim vs. a support ticket?

Accepted Answer

A claim is the formal process for resolving order problems — such as items not as described, missing orders, or damaged goods. It's tied to a specific order and has a structured resolution process. A support ticket is for general questions, account help, or situations that don't fit into the formal claim process. For order problems, always open a claim through your order first.

Question 43

What happens after I open a claim?

Accepted Answer

Looosh will review the evidence from both the buyer and seller. We may ask for additional information or photos. Resolution options may include a refund, a partial refund, a return and refund, or upholding the sale. Most claims are reviewed within a few business days.

Question 44

What does 'Return + refund' mean?

Accepted Answer

When Looosh approves a return and refund outcome on a claim, the seller is responsible for providing you with a prepaid return shipping label within 48 hours. You'll receive the label and ship the item back. Your refund is not issued at the time of approval — it is processed after the return is complete.

Question 45

When will I receive my refund if a return is required?

Accepted Answer

Your refund is issued after one of the following happens:
• The seller confirms receipt and accepts the returned item.
• Looosh resolves any seller-reported issue in your favor.
• The seller misses a required deadline (see below).

Your refund is NOT issued at the time Looosh approves the return, when you ship the item, or when the carrier scans it.

Question 46

What happens if the seller doesn't provide a return label in time?

Accepted Answer

If the seller does not provide a valid prepaid return label within 48 hours of the return decision, you will be refunded automatically and you may keep the item. No return is required in that case.

Question 47

What happens after the seller receives my return?

Accepted Answer

Once the seller confirms receipt, they have 48 hours to confirm the item's condition or report a problem. If the seller confirms the return, your refund is issued. If the seller reports an issue, Looosh will review and decide. If the seller does not respond within 48 hours, your refund is processed automatically.

Question 48

What about digital product issues?

Accepted Answer

Digital product issues are handled through digital protection — not return shipping. If a digital file is missing, corrupted, or doesn't match the description, contact Looosh support. We'll work with the seller to resolve access or file issues.

Question 49

What if an item is 'final sale'?

Accepted Answer

Some high-value authenticated items are marked as final sale. Final-sale items are still covered by buyer protection for non-arrival and significant misrepresentation, but standard returns are not available.

Question 50

How does seller payment work?

Accepted Answer

Looosh uses Stripe Connect to process seller payouts. You'll connect a Stripe account during seller onboarding. Payouts are sent to your connected bank account after orders are confirmed delivered and the buyer protection window closes.

Question 51

What commission does Looosh take?

Accepted Answer

Looosh charges a 7% seller commission on the item price only — shipping is never commissioned. There are no listing fees and no commission on shipping.

Qualifying new sellers may receive a reduced rate:
- First 1,000 qualified sellers: 5% for their first 6 months
- Next 1,000 qualified sellers: 6% for their first 3 months
- After the promo period, the standard 7% rate applies

Verified nonprofits receive an ongoing 5% rate. See 'Are there new-seller promotions?' below for full qualification requirements.

Question 52

Are there new-seller promotions?

Accepted Answer

Yes. The first 1,000 qualified sellers who complete payout onboarding, publish at least 10 approved active listings within 14 days of onboarding activation, and remain in good standing receive a 5% selling fee for their first 6 months. The next 1,000 qualified sellers receive a 6% selling fee for their first 3 months. After the promo period ends, the standard selling fee applies unless another approved promo applies.

The selling fee applies to the item price only — never shipping. There are no listing fees and no commission on shipping.

Key qualification requirements:
- Complete payout onboarding (Stripe Connect)
- Publish at least 10 approved active listings
- Do this within 14 days of your payout onboarding activation
- Remain in good standing on the platform

Spots are limited to the first 1,000 sellers who meet all criteria. If eligible, your reduced rate is applied automatically. Qualification is based on the above criteria only — no paid boost purchases a promo slot.

Verified nonprofits receive an ongoing 5% rate regardless of cohort.

Question 53

What are label costs and how are they deducted?

Accepted Answer

If you purchase a shipping label through Looosh, the label cost is deducted directly from your seller proceeds for that order. You see the label cost in your order's earnings summary before the payout is released.

Question 54

What is a carrier postage adjustment?

Accepted Answer

If a carrier recalculates your shipping cost due to incorrect weight or dimensions, the difference (the postage adjustment) is deducted from your seller proceeds. The buyer is never recharged for adjustments caused by seller package errors.

Question 55

How are taxes handled?

Accepted Answer

Where required by law, Looosh calculates and collects applicable sales tax from buyers at checkout. Sellers do not separately collect or remit marketplace sales tax in supported jurisdictions — Looosh handles it. Sellers are responsible for their own income tax obligations.

Question 56

What are seller badges?

Accepted Answer

Seller badges are recognitions shown on a seller's storefront to help buyers understand the seller's track record. Badges are earned based on real platform activity.

Question 57

What badges are available?

Accepted Answer

Current badges include:
• Handmade Shop — seller creates and sells handmade items
• Digital Art — seller offers digital downloads
• Verified Nonprofit — confirmed nonprofit seller status
• Founding Seller — among Looosh's earliest active sellers

Question 58

How do I earn badges?

Accepted Answer

Badges are awarded automatically based on your activity on the platform. Badge status is reviewed periodically.

Question 59

What can't I sell on Looosh?

Accepted Answer

Prohibited items include illegal goods, counterfeit products, recalled or unsafe items, weapons, hazardous materials, certain drugs, adult content, and hate-related items. See the full Prohibited Items Policy for the complete list.

Question 60

What happens if I list a prohibited item?

Accepted Answer

Prohibited listings are removed. Depending on the violation, your account may be restricted or suspended. Repeat or serious violations may result in permanent account removal.

Question 61

Can I sell digital goods?

Accepted Answer

Yes — Looosh supports digital downloads as a listing type. Digital products must comply with all platform policies, including copyright, authenticity, and content rules. Pure services and access codes for external platforms are not currently supported.

Question 62

What is the Looosh Seller Council?

Accepted Answer

The Seller Council is an advisory program Looosh is planning for 2027. It will give qualified sellers a structured way to share feedback on marketplace tools, policies, and the overall seller experience.

Question 63

Is the Seller Council open now?

Accepted Answer

No — the Seller Council is not yet active. Applications, nominations, and formal participation are not currently open. We'll notify eligible sellers through official channels when the program launches.

Question 64

Will the Seller Council have binding authority?

Accepted Answer

No. The Seller Council is advisory only. Looosh retains final authority over all platform decisions including policies, fees, moderation, and legal compliance.

Help Center

Getting Started on Looosh

Buying on Looosh

Selling on Looosh

Creating Listings

Handmade Listings

Digital Downloads

Shipping and Tracking

Shipping Labels and Manual Tracking

Returns, Claims, and Buyer Protection

Payments, Fees, and Payouts

Seller Badges

Prohibited Items

Seller Council — Coming in 2027

Account Safety

Contact Support