FAQ

For buyers

How do I know listings are authentic?

Sellers on Nellie Shoes are invite-only — we manually review every seller application before they can list. Counterfeits are grounds for an immediate buyer refund and seller ban. If you suspect an item is fake, file a dispute on the order page.

When does my money leave Stripe?

Payments are held in escrow on the platform. Funds are released to the seller after you confirm receipt, or automatically 7 days after the seller marks the order shipped — whichever comes first.

Can I cancel an order?

Yes — within 1 hour of payment, before the seller has shipped. After that, you can open a dispute. See our Refund Policy.

Who pays for shipping?

Shipping is included in the listing price unless the listing says otherwise. The seller picks the carrier.

Can I bid on items?

If a listing has a "Place bid" option, yes. Bids are informational signals — the seller decides whether to accept and may convert your bid into a buy-now offer.

For sellers

How do I become a seller?

Sign up for a buyer account, then visit become-seller and submit an application. We review applications within a few days.

What's the platform fee?

5% of the buyer total per completed sale. Stripe processing fees are paid out of the platform's balance, not yours. There are no listing fees, monthly fees, or hidden charges.

How do I get paid?

Once approved, you'll connect a Stripe Express account. When a buyer confirms receipt (or 7 days pass after shipping), funds transfer to your Stripe account automatically and Stripe pays out on its normal schedule.

What if the buyer doesn't confirm?

Funds auto-release 7 days after you mark the order shipped, provided no dispute has been opened.

What if the buyer files a dispute?

You'll get an email and 3 business days to respond with your evidence. Our team reviews and decides. See the Refund Policy.

Do you handle authentication?

Not at launch — sellers ship directly to buyers, and disputes are resolved through buyer-submitted evidence. Authentication-in-the-middle may be added in a future release.

About the platform

Where do I see my orders?

Buyers: visit My Orders. Sellers: open the seller dashboard.

Can I delete my account?

Yes — from the Account page. We retain anonymized order history for tax purposes; personal data is scrubbed.

I have another question.

Email support@nellieshoes.com or use our Contact page.