FAQS

How do reward points work?

We believe everyone should have access to high-quality affordable clothing. Points are how we keep things fair. Our points system uses key metrics to determine an item's point value, such as—condition, seasonality, desirability/style, inventory, and retail value. Points can be used to redeem discounts and cash savings on your total at checkout.

Can I buy reward points?

No—reward points are not available for purchase. However, we do award all new members bonus points for signing up. Check out our Membership Plans to see the benefits each plan offers. Join today to start earning points on future purchases.

How can I view my points balance?

To see your points balance, you must be logged in to our store Rewards widget. To login, simply click the icon located on the bottom right corner of your screen. Once logged in, you will be able to see your Points balance activity, your membership tier benefits, and exclusive discounts to apply at checkout.

I'm having trouble logging in.

You may need to activate your account. Check your email for an account activation email from us and simply click on the link. Still having trouble? Email us at support@farewellexchange.com and we will resend the account invitation.

What is the difference between each membership plan?

Our membership plans offer a variety of benefits along with maximum flexibility.
Everything available on the marketplace can be purchased with points and cash.
All new members automatically receive bonus points upon membership purchase.
Learn more here about the member perks and benefits of each membership plan.

We currently offer three types of membership plans:
• Lite plan - for monthly members
• Luxe plan - for annual members
• Supporters plan - for donor members

What happens once you receive my items?

We carefully review your clothes and assign points to all accepted items. Once the items are processed, you will be notified by email with an update on your points total. View your points by logging in to your account. All items available on the Marketplace cost points to purchase except for rescue bags and purchases made using the guest pass or Gift cards.

What items do you accept?

We accept freshly laundered, gently used items in excellent condition. We welcome all brands, sizes & styles—and even better if it’s vintage. Here are the categories of what currently accept: women’s, men’s, kids, unisex, clothes, accessories, shoes, bags, jewelry*.


*For any jewelry that is donated, we will assume it is not real, or made of fine materials, stones, or metals and will be sold as such unless otherwise noted.


Learn more here about our criteria for accepted items and condition standards. 

What items don't you accept?

We do not accept the following items: no intimates/underwear, lingerie, hosiery/tights, or socks. Clothing must be freshly laundered and free from stains/odors, tears/rips/holes, piling, fading, stretching, missing/broken parts and no alterations.


Learn more here about our criteria for accepted items and condition standards.

What brands do you accept?

We accept all brands! We even accept clothing that are missing brand tags as long as it's wearable and in mint condition, we’ll take it. Items without tags are listed as "*Unknown."

Can I drop off my Exchange items?

Yes! The easier the better right? After you’ve completed the form, you can schedule a time to drop-off here. Our drop-off location/address will be provided once confirmed. We are currently based in the heart of Jersey City, New Jersey.
What is your shipping policy?

When you place an order to exchange items, we will send you a poly mailer bag with a shipping label to send us your items. If you need a new shipping label, just email us and we will happily send one to you. Additional poly mailers are available for a small fee of $4.99 per mailer which includes the cost for shipping.

Do you ship internationally?

At this time, we do not yet offer international shipping but please stay in touch as we grow and expand our reach.

What payment options do you accept?

We accept Visa, MasterCard, American Express, and Discover cards. Your card will be charged once your order has been fulfilled and shipped. You can also choose to pay with PayPal or Afterpay.

My package is missing. Can you help?

If you have not received your order and the tracking number shows it as "Delivered" please contact us at support@farewellexchange.com and we will be happy to assist.

I need a new shipping bag and/or label.

Memberships include one pre-paid mailer per request for incoming clothing to the Exchange. Your bag is reusable and we include a new mailing label with each order (up to one per month). 


If you need a bag and/or a label and haven't placed an order lately or yours is lost, just email us and we will happily send one to you - support@farewellexchange.com. If you place more than one order within a 30-day period, we will not include another incoming label with those additional shipments.

I ordered something that doesn’t fit? 

We’ve got you covered. Simply submit your return/re-exchange request and we will email you a return label to send it back. We encourage you to reuse the poly mailer bag that your order arrived in as part of our efforts to reduce material waste.


All items must be sent back in the condition received and with the tags attached. You can exchange for something of equal value. Points for exchanged items will be "refunded" back to your account once processed. Items that are returned in altered or damaged condition will not be refunded.

Can I create an account without a paid membership?

Yes, you can register for an account and enjoy the following benefits:

• Track your orders and review past purchases

• Save your addresses for quicker check out

• Manage your account details, address book and email preferences

Do you offer Plus Sizes?

All of our styles are stocked in a full and inclusive size range.

How do I cancel my membership?

We are sorry to see you go! Log in to your account, click "My membership" and select "Cancel." Your membership billing cycle will end that day. Please check your email to complete our survey/confirmation.

What are your condition standards?

We pride ourselves on our attention to detail and providing the highest quality clothing for our members. All items received must be clean and wearable. We carefully inspect each item to guarantee quality, authenticity, and condition. 


Many of our items often come with original tags, boxes, dust bags and authenticity cards. If these are available, they will be listed in the item description and labeled Brand New.


Accepted items are categorized and ranked by the following conditions: 

• Brand New - Items shows no signs of wear with original tags/packaging attached.

• Mint - Items are practically new, likely never used but original tags are not attached.

• Excellent - Items may show light signs of wear such as minor stains, snags or fading.

• Very Good - Items may show more prominent signs of wear such as moderate stains, snags, fading or discoloration.

What is your return/exchange policy?

Let us tell you about our 100% Happiness Guarantee — As a small business run by a small team our word is our bond, so your satisfaction is a top priority. We stand by our products and our customers. If you have an issue with your order let us know & we’ll make it right.


If you receive something in your order that does not work, you may re-exchange/return it. To request a return, please contact us at support@farewellexchange.com and include your name, Order Number, and Item Details. We will follow up with you to confirm the return. Once confirmed, you will receive a pre-paid shipping label simply send it back using the reusable mailer that your order arrived in along with the original tags/packaging. Once we have received your item, we will process it and check for condition/wear. After processing the returned item, your points will be "refunded" to your account. 

Press inquiries
What are the benefits of donating to Farewell Exchange?

Did you know that 10% of all items donated to thrift stores never make it to the shelf? Do you know where they end up? The landfill. Donating old clothing is a great way to give back to the community and feel even better about your closet clean out.

What happens next to my donated items*?

Every item that enters our door receives attention & care. Before it hits the marketplace, each item is extensively researched to ensure it finds a happy home. Upon receiving your donated items, we begin our inventory intake process where we review each item for quality, repair, and cleaning. Your donations will then be listed for sale on the Exchange Marketplace.


*We are unable to offer tax receipts. 

I accidentally donated the wrong item—how can I get it back?

With so many items passing through our doors, occasionally something is donated by accident. If you have donated an item unintentionally, please contact asap! We will make every effort to locate and return items that were donated by mistake. If you have donated an item unintentionally, there is a better chance to recover it the sooner you are able to let us know, as most items are processed and listed for sale within less than 24 hours. 
What is your shipping policy?

When you place an order to exchange items, we will send you a poly mailer bag with a shipping label to send us your items. If you need a new shipping label, just email us and we will happily send one to you. Additional poly mailers are available for a small fee of $4.99 per mailer which includes the cost for shipping.

I ordered something that doesn’t fit? 

We’ve got you covered. Simply submit your return/re-exchange request and we will email you a return label to send it back. We encourage you to reuse the poly mailer bag that your order arrived in as part of our efforts to reduce material waste.


All items must be sent back in the condition received and with the tags attached. You can exchange for something of equal value. Points for exchanged items will be "refunded" back to your account once processed. Items that are returned in altered or damaged condition will not be refunded.