Frequently asked questions

Prelo is a peer-to-peer marketplace app where people can buy and sell second-hand items safely and easily, with built-in privacy, door-to-door courier shipping, and secure payments. We provide a platform where users can list their preloved goods, find great deals, and conduct transactions securely without the need to share personal information like your physical address, phone number or bank details. Our goal is to offer a safe, affordable and eco-friendly alternative to traditional shopping.

Our marketplace is Aussie only! Prelo, its users and their items are all based in Australia and there is no international selling/buying.

You must be at least 18 years old, living in Australia, and using a valid Australian mobile number and postal address.

No. Prelo is designed so that you are not required to share unnecessary personal details with other users. You do not need to send your phone number, email address, payment details or address through messages. Payments and shipping are handled through the app, using the details needed in the background to process the transaction, create the shipping label and arrange delivery. This means buyers and sellers can complete a transaction without having to exchange private information directly. We discourage users from sharing personal information directly with each other through messaging, as this helps keep transactions safer and more private.

Yes. Listing and selling items is completely free. We only charge a service fee to the buyer when an item sells, so as a seller you get your full listing price.

The range of items allowed on our marketplace is broad as long as the item is small enough to send by courier as a package. You can sell a wide range of second-hand items, including clothing, electronics, books, toys, and much more. Large items like furniture, cars, large appliances etc, cannot be sold on our marketplace. However, we do have some restrictions for safety and legal reasons. Items like weapons, counterfeit goods, and hazardous materials are not permitted. Please refer to our Terms of Service for a full list of prohibited items.

We only collect the information needed to operate the platform and provide services like payments, shipping, and identity verification. Your personal information is protected by the Privacy Act 1988 (Cth). We prioritize your safety. No personal information like your bank details or phone number is shared between buyers and sellers.

No, you do not need to share your postal address with other buyers and sellers before making a transaction. Addresses are only shown on the shipping label after a transaction is securely made for shipping the item from the seller to the buyer. Full addresses are not visible anywhere else on the app.

Prelo is designed to make buying and selling second-hand safer by reducing the need to rely on blind trust. Prelo is privacy-focused. You are not required to share personal details such as your address, phone number or payment information with other users. Payment and shipping are all handled through the app. When a buyer pays for an item, the money is held securely and is only released to the seller once the item has been delivered and approved by the buyer. If there is an issue, Prelo has a dispute resolution process to help review and resolve the matter fairly. Sellers are also ID verified through our payment service provider before they can receive payouts. Users may also choose to complete optional trust badge verification to give others added confidence. After each transaction, we encourage buyers and sellers to leave reviews. Our rating system helps build trust within the Prelo community, so you can see a seller’s reputation before making a purchase.

Shipping is built into the app, so you do not need to arrange shipping yourself outside of the app. Shipping is door-to-door so you do not need to leave your home nor meet up with the other party. At checkout, the buyer selects the courier option in the app, and when the sale is made the seller selects the time slot for the courier to collect the parcel from their address. The seller gets a prepaid shipping label to print from the app. Tracking updates are given in the app.

No — Prelo is currently for Australian domestic shipping only.

Yes — all Prelo shipments include insurance for the value of the item up to USD $10,000 (AUD equivalent varies with exchange rates). Insurance covers loss or damage during transit, as long as: the item is eligible it is packaged properly the seller uses the prepaid label the item is not prohibited

Payments are processed securely by our third-party payment processer, Stripe. Funds from the buyer are held and only released to the seller once the buyer receives and approves the item within a time window (or after a dispute is resolved).

Prelo charges a service fee. Only buyers pay the service fee. Sellers do not pay any listing or selling fees.

A buyer has 48 hours from the time the item is delivered to raise a dispute with the seller directly in the app. The seller then has 48 hours to respond with a resolution offer in the app. If the resolution offer is accepted by the buyer, the dispute is resolved and the sale completes. If the resolution offer is rejected by the buyer, the dispute automatically gets escalated to Prelo Support who will review the dispute and issue a decision.

Yes. Once a transaction is complete, both the buyer and seller are given the option to leave a review for each other in the app.

You can reach Prelo Support through the Account Settings of the app, or contact us by email on support@prelo.com.au