Ophellie – Sellers’ Code of Selling
1) Purpose & scope
This Code sets the standards all Sellers must meet when listing and selling on Ophellie. It applies to every interaction with Buyers, to all listings and promotions, and to fulfilment and after-sales service. Compliance is a condition of using the platform.
2) What Ophellie sells (eligibility)
Ophellie is a curated marketplace for handmade, vintage and carefully selected goods.
- Handmade: designed and made by you (or your small studio) in limited runs. No dropshipping or mass-produced items rebranded as handmade.
- Vintage: at least 20 years old and accurately dated.
- Curated goods: small-batch, quality items sourced directly from makers where you hold permission to resell.
You must be able to evidence origin, age (for vintage) and making process on request.
3) Seller account & identity
Register with your legal name or registered business, provide accurate contact and returns details, and keep them current. You agree to verification checks and to promptly supply any information reasonably requested to meet legal, safety or anti-fraud requirements.
4) Listing standards (accuracy & presentation)
Listings must be truthful, complete and not misleading. Each listing must include:
- Clear title and detailed description (materials, dimensions, process, condition, care, and any variations).
- Honest photography of the actual item or the exact model offered. Do not use competitor images or AI images that misrepresent the product. Disclose if images are mock-ups.
- Processing/dispatch time, shipping services, and any limits or exclusions.
- Safety warnings and compliance notes where relevant.
You may not keyword-stuff, miscategorise, duplicate listings, or imply affiliation you do not have.
5) Pricing, taxes & fees
You set your prices. Prices shown must be the total item price before shipping. Include VAT or other taxes where required for your business. Do not add undisclosed surcharges at checkout. Platform commissions, payment fees and any applicable VAT on fees will be deducted from payouts. You are responsible for your own tax reporting.
6) Shipping & fulfilment
Ship on time using the service level advertised. Provide tracking for orders over £20 or where you advertise tracked service. Package safely and sustainably where possible. Mark orders as dispatched only when actually handed to the carrier. If you cannot meet your stated timeframe, message the Buyer before the deadline with a clear new date and offer a cancellation if they prefer.
7) Customer service & messaging
Keep communication polite, professional and on-platform. Respond to Buyer messages within 2 business days (48 hours). Never share personal contact details or request off-platform payment. Abusive, discriminatory or harassing behaviour is prohibited.
8) Returns, refunds & cancellations
- Legal rights: Where consumer laws apply, your policy must meet or exceed the minimum legal rights in the Buyer’s country (e.g., UK Consumer Contracts/Consumer Rights).
- Ophellie Issue Window: Buyers must report “not as described” or “damaged on arrival” issues via Ophellie within 48 hours of delivery so we can help resolve quickly. This does not reduce statutory rights.
- Your policy: State clearly whether you accept change-of-mind returns and the timeframe (we recommend at least 14 days for B2C). Provide a return address and issue refunds within 5 business days of receiving the returned item.
- Refunds should include the item price and the cheapest initial delivery option where required by law for full returns. Restocking fees are only allowed if lawful, fair, and clearly disclosed pre-purchase.
- Cancellations: honour Buyer requests before dispatch. If you cancel due to your error (e.g., out of stock), issue a full and immediate refund and message the Buyer.
9) Prohibited & restricted items
No counterfeit or replica goods; stolen goods; hazardous/illegal items; weapons; items that breach sanctions; items requiring licences you don’t hold; or materials that promote hate or violence. Safety-regulated categories (e.g., toys, cosmetics, candles, electricals, food) require full compliance and labelling (see Section 13).
10) Authenticity & intellectual property
You must own or have permission for everything you sell and every image you upload. Do not infringe trademarks, copyright, design rights or personality rights. We operate a notice-and-takedown process and may remove listings or suspend repeat infringers.
11) Off-platform circumvention
Do not attempt to move transactions or communication off Ophellie to avoid fees. Do not include external purchase links or contact details in listings or images. Fee circumvention may result in listing removal, fee recovery, account limits, or suspension.
12) Reviews & promotions
Invite honest reviews but never offer incentives for positive feedback or attempt to manipulate ratings. Sponsored content and comparative claims must be truthful and clearly disclosed. You may not threaten or pressure Buyers over reviews.
13) Product safety & category notes (non-exhaustive)
You are responsible for ensuring items meet applicable standards, labelling and documentation, including where you export. Examples (UK/EU where applicable):
- Toys/children’s products: EN71/UKCA/CE, age warnings, traceability.
- Candles/wax melts/room sprays: CLP labelling; IFRA where relevant.
- Cosmetics/soaps: cosmetic safety assessment, INCI ingredients, responsible person, notifications.
- Electricals: UKCA/CE conformity, correct plugs, instructions, WEEE/RoHS where applicable.
- Jewellery: nickel, lead, cadmium limits; hallmarking where required.
Keep proof of compliance and supply on request.
14) Data protection & privacy
Use Buyer data only to fulfil orders or where the Buyer has clearly consented to marketing. Store data securely, respect GDPR/UK GDPR, and never share or sell Buyer data.
15) Payments, chargebacks & deductions
Payouts are made via our payment partner to the bank details you provide. If a chargeback occurs, you must promptly supply evidence (dispatch proof, communication, photos). Where Ophellie issues a Buyer refund under our policies, we may deduct the amount from your balance/payouts.
16) Fair dealing & ethics
Operate honestly, avoid misleading claims, and compete fairly. No false scarcity, bait-and-switch, astroturfing, or copying another Seller’s unique listing content or photography.
17) Record-keeping & audits
Keep order, tax and compliance records for at least 6 years (or longer if your laws require). We may request documentation to verify compliance, authenticity or safety.
18) Dispute resolution & enforcement
Use the Resolution Centre first. Respond to escalations within 2 business days. If we must decide an outcome, our decision is final for platform purposes. Breaches of this Code may result in warnings, listing removal, holds on funds, restricted features, suspension or closure. Serious breaches (e.g., unsafe items, fraud) may be reported to authorities.
19) Changes to this Code
We may update this Code to reflect law, safety guidance or platform improvements. Material changes will be signposted on-site; continued use of Ophellie means you accept the updated terms.
Seller pledge (summary)
“I will sell honestly, list accurately, ship on time, respect Buyers and fellow Sellers, comply with laws and safety standards, protect data, handle returns fairly, and keep all Ophellie transactions on-platform.”
Quick checklist for new Sellers
- My items meet Ophellie’s categories (handmade, vintage 20+ years, or approved curated goods).
- Listings are accurate with clear photos, materials, dimensions and processing times.
- I can respond to messages and disputes within 48 hours.
- I understand the 48-hour Ophellie Issue Window and my legal obligations on returns.
- I comply with product-specific safety and labelling rules and can evidence this.
- I will not move sales off-platform and will use Buyer data only for order fulfilment.
Optional “Accept Code” text for onboarding
By creating a listing, I confirm I’ve read and agree to Ophellie’s Sellers’ Code of Selling, including product safety, returns, authenticity and on-platform trading rules.
