FAQs

Wanna live your best life on the Nuw app but still have a few questions? We get it. We’re not exactly your average, run-of-the-mill app. So, check out the FAQ categories below.

Don’t sweat it, if you can’t find what you are looking for. You can always drop us an email at info@thenuwardrobe.com

General FAQs

How do I turn on notifications?

When you sign up to Nuw for the first time, a pop up will ask you to ‘enable notifications’. Choose ‘yes’ - this way you’ll be notified when your items have been requested or when your requests have been accepted!

If you missed this or are not receiving notifications - simply turn on notifications in your phone settings.

> Phone Settings
> ‘Apps and Notifications’ (Android) or ‘Notifications’ (iOS)
> Select ‘Nuw App’
> Turn notifications ‘On’

My item has been paused by Nuw. What do I do?

Reason a listing is paused:

Nuw is a community and we want to ensure that all requests are accepted in a reasonable amount of time. If a request is pending for 7 days (meaning it is not ‘accepted’ or ‘declined’) we assume the item is no longer available or the Renuwer is no longer active.

What happens when a listing is paused:

The item listing is no longer available for swapping on the feed and the Renuwer’s coin is deducted.

How to to ‘unpause’ your listing: If your listing is still available you can set it live again. 

> Profile
> Listing 
> Reactivate

Please ensure you have your notifications on so not to miss any future requests. If future requests are left pending your account is at risk of being closed by the Nuw team.

Why has my account been paused?

We have noticed some unusual activity on your account and have paused your profile and items to keep our community safe. This means your listings are not available on the platform for swapping and your coins have been deducted.

Please contact us at info@thenwuwardrobe.com if you would like to reactivate it.

Tips for Uploading

What kind of items can I upload to Nuw?

Nuw is here to give your clothes a new lease of life, no matter what brand they are. We believe all clothes (that are in good condition) should be worn and loved.

You can upload the following category:

  • Women’s, men’s and unisex clothing. (We do not accept kids' clothes yet).

  • Shoes

  • Accessories

Top tips for choosing items to upload:

  • Anything and everything from your wardrobe that you no longer wear!

  • Items just not shifting on your Depop, Vinted or Poshmark accounts.

  • Items must be clean and in good condition. Think about the standard you’d expect when requesting an item.

    • What kind of pictures should I upload?

    Looking for some inspo? Check out our upload guidelines to get you started.

    What items are not accepted on Nuw?

    We do not accept:

    • Kids clothing, shoes or accessories
    • Dirty, severely stained or ripped clothing

    Nuw is a community platform. Our rule of thumb is that you should upload items of the same quality and condition that you would want to request for yourself.

    Nuw reserves the right to disapprove any item uploaded. It is our job to ensure that every item uploaded adds value to our community and is likely to be given a second life through our Nuw community and app.

    What is Nuw’s ‘Approval Process’?

    Nuw is a community platform. The more we all put in (both quality and quantity) the more we all get out!

    Nuw has an approval process to confirm all items that go live on Nuw meet our community standards. It’s our job to ensure that every item on Nuw is likely to be swapped and given a new life.

    We approve items with good imagery, in good condition, and that match our criteria of ‘clothing, shoes and accessories’. Any brand, bought for any price can be uploaded.

    We ‘disapprove’ items if they do not meet our upload criteria or are not relevant for our platform. Eg. books, cosmetics, kids clothing. (and we want to save you the heartache of having your item go unrequested).

    If your item does not meet our approval criteria you will receive an email with a reason for this.

    How long does it take for my item to be approved?

    We do our best to have items approved within 24hrs, but sometimes it can take a little longer so hang tight. Once we've made a decision on your item, we'll let you know - so keep an eye on your inbox 😉

    If your items are approved you'll recieve your Nuw coin! If your item has been disapproved we'll let you know why and may ask you to make some tweaks before re-uploading.

    If, after a couple of days, you haven't received an email please check your spam folder. If you still can't find it please contact the Nuw support at info@thenuwardrobe.com. This may be because you have previously unsubscribed from our mailing list, but don't worry. We can fix this.

    What's the deal with Nuw Coins?

    What’s the difference between silver and gold coins?

    How we assess items:

    We look at the brand, original retail value and the condition of the item when awarding coins. Our tools allow us to benchmark the market value of these items in today’s market to ensure fairness on the platform without over complicating the ‘value’ of an item.

    Earn a Gold coin:

    • Good quality items from mid-tier brands (Levi’s, Ralph Lauren, Calvin Klein, Free People etc.)

    • Statement items from affordable brands (like a wool Zara jacket, a gown from Asos)

    • All designer items

    *All high-end items will be asked for proof of ownership / purchase.

    Earn a Silver coin:

    • All items from lower-cost brands (Boohoo, PLT, Shein, Primark etc.)

    • Super basic items across - think white t-shirts, simple cami tops

    *Nuw reserves the right to amend or withdraw coin allocation at any time.

    What if I am not happy with the coin that I receive?

    There are millions of brands out there (that’s why Nuw exists!), sometimes we don’t always get it right. Drop us an email at info@thenuwardrobe.com.

    Managing your Listings

    My item has been up for a while but hasn't been requested?

    The more our community grows, the more items will get rehomed. So if yours hasn't been snapped up just yet don’t stress! Here’s some tips to make your listing stand out from the crowd. Or you can check out our upload guidelines.

    Make your pics POP

    Good imagery is key to finding your item a new home. That’s how you’d make your decision too, right?

    Best ways to showcase your item:

    • You wearing it (screenshot a pic you have on social media already or take a mirror selfie)
    • Floor Lays - with the item looking super neat
    • Hang your item on a wall or door. Got a houseplant? Add that for an irresistible aesthetic.

    Shots to include:

    • A minimum of 3 images
    • Select the most beautiful image as the ‘cover photo’ - this will appear on the browse feed.
    • Front / Back / Side
    • Show the full item as well as close up shots
    • Show of details like buttons or embroidery

    Give your description a do-over

    Share with fellow Renuwers why they’ll fall in love with your item.

    • Info like fit, size, length is super helpful.
    • Need to wear this with a strapless bra? Let them know!
    • People love to know if there’s a cool story. Did you graduate in this dress? Share that.
    • Use #s for better discovery. Try #y2k, #vintage, #autumn, #cargo pant or #cosyknit.

    For more inspo, check out our upload guidelines.

    How do I delete a listing?

    > Go to your ‘Profile’
> Select the listing you would like to delete. 
> Hit the ‘Delete’ button
> Confirm ‘Delete’

  • Make sure you’re 100% certain before deleting as the listing will be removed permanently.

  • You cannot delete a listing with an outstanding request. You’ll need to Decline / Cancel any request before deleting.

  • Your coin will be removed when your listing is deleted.
    • info@thenuwardrobe.com

    How Swapping works

    Do I have to swap directly with another user?

    Nope!

    Once your listing is approved by the Nuw team, you'll be awarded a coin, that you can then use to request any item on the platform of a corresponding value. AKA you can use silver coins for silver items and gold coins for gold items.

    If a user requests from me, do I have to take one of their items in return?

    Nope!

    Once your listing is approved by the Nuw team, you'll be awarded a coin, that you can then use to request any item on the platform of a corresponding value. AKA you can use silver coins for silver items and gold coins for gold items.

    What do I do if my swap hasn’t been accepted yet?

    Remember, Renuwers are regular, people. There's no professional resellers or shop fronts here, so sometimes it may take people a little while to get back to a request. With that in mind we'd ask you to allow 48 hours for the user to respond.

    Once a request is placed, Nuw makes every effort to notify the user. We follow up with notification and email prompts until a request is accepted.

    If you’ve been waiting a while you can cancel the request and find something ‘nuw’ instead. In this case, your coin will be refunded immediately and your 0.99c will be refunded in 1-10 days depending on your bank.

    Request expiration after 7 days: If a request is pending for 7 days it will be automatically cancelled. Your coin will be refunded immediately and your 0.99c will be refunded in 1-10 days dependant on your bank. The item will also be removed from the Nuw feed and considered unavailable.

    I’ve received a swap that doesn’t fit / suit me. What do I do?

    There’s no need for returns with Nuw. You can simply relist the item, get a coin, and choose another item.

    Put ‘Renuw’ in your item title to show the community this piece is on to its next life - whether it be something you swapped and loved or a swap that just didn’t fit.

    (pssst... your fellow Renuwers won’t mind you relisting the item if it didn’t fit. We all want our pieces to find a new home, no matter what that journey looks like).

    How do I chat with another member?

    Once a request is accepted a DM appears in your ‘bookings’ section (the message icon at the bottom of your screen).

    DMs are split into two sections:

    ‘My Requests’: This shows the list of DMs for items that you have requested from other Renuwers.

    ‘Requested from Me’: This shows the list of DMs for items Renuwers have requested from you.

    Introduce yourself with a simple “Hey, thanks for swapping with me!” and check if your fellow Renuwer needs any help using the app - we get a lot of Nuwbies.

    The Shipping Process

    Who pays for shipping?

    The Renuwer who is receiving the item covers the cost of shipping - always! The receiver can either reimburse the sender (we recommend PayPal, Monzo, Revolut or Venmo), pre-pay and send a shipping label, or if they live nearby you can simply meet up in person.

    How does shipping work?

    The shipping process and pricing is a little different depending on what country you live in, so for a more detailed breakdown check out our shipping guide.

    What packaging should I use to send a parcel?

    Reduce, Reuse, Recycle. We take this pretty seriously at Nuw! Use any parcel lying around your house be it an old Amazon box, an Asos package or a plastic bag wrapped in sellotape. Get creative.

    (pssst* Your fellow Renuwers love to see reused packaging. No judging here!)

    I’ve posted a parcel and the receiving Renuwer is ghosting me. What should I do?

    Get in touch with the Nuw team at info@thenuwardrobe.com - we’re here to help. Ghosting is not cool. Members that Ghost will have their accounts paused and coins removed.

    What is the best way to send my item?

    The shipping process and pricing is a little different depending on what country you live in, but where possible we recommend you 'Ship with Nuw'. This cuts out any haggling over shipping costs.

    For a more detailed breakdown of the shipping process, check out our shipping guide.

    I’ve paid for delivery but the item hasn't arrived?

    Step 1: DM the sender to confirm the item has been shipped. Check if there is a tracking code (this is not required).

    Step 2: If you are still unable to locate the item or the sender is unresponsive, please contact us at info@thenuwardrobe.com with the following details

    • Your Nuw email address.
    • The name of the item.
    • Some details of what’s happened.
    • The cost of delivery.

    I haven't received my 99p/c transaction fee back?

    Refunds can take between 1-10 days depending on your bank. If you still have not received a refund after this time please contact us at info@thenuwardrobe.com