Buying

How do I buy an item? Browse the marketplace, choose the gear you'd like, and complete your purchase securely through Kelo.

Can I ask the seller questions before buying? Yes. You can message the seller directly to ask about sizing, condition, or anything else before purchasing.

How do I know what condition an item is in? Every listing includes a description, photos, and a condition rating. We recommend checking these carefully and asking the seller if you need more information.

How much does shipping cost? Shipping costs are shown at checkout. Delivery times and options may vary depending on the seller.

What if my item doesn't arrive or isn't as described? If you experience any issues with your order, get in touch with us and we'll help resolve the situation.

Can I return an item? As Kelo is a marketplace, returns are generally not accepted. If you have an issue with your order, contact the seller first. If your item isn't as described, please get in touch with us.

Is it safe to buy on Kelo? We encourage clear communication between buyers and sellers and are committed to helping make Kelo a trusted marketplace for pre-loved outdoor gear.

How do I contact the seller? Use Kelo messages to ask the seller any questions before or after purchasing an item

Shop Now

Selling

How do I list an item? Create a listing by adding photos, a description, your price, and your preferred delivery option.

How much does it cost to sell? Listing and selling an item is free. We charge the buyer a small admin fee on top.

What can I sell? You can sell quality pre-loved outdoor gear that you own and is safe, legal, and accurately described.

How do I get paid? Payments are processed securely through Stripe. Once your order is complete, your payment will be released. It may then take up to 7 business days for the funds to appear in your bank account.

What are my responsibilities as a seller? Describe your item accurately, package it securely, dispatch it promptly, and keep the buyer informed if any issues arise.

When will my listing go live? All listings are reviewed to ensure they meet Kelo's marketplace guidelines. We aim to review and approve all listings within 24 hours.

Post a Listing

Shipping

Can I offer shipping or collection? Yes. When creating your listing, you can choose whether to offer shipping, collection, or both.

How do I set the shipping cost? If you offer shipping, you'll be asked to set a shipping price when creating your listing. We recommend estimating the cost before listing your item using the Royal Mail shipping cost calculator https://www.postoffice.co.uk/postage-finder/. Any unexpected shipping fees are the seller’s responsibility.

When should I ship my item? Please package your item securely and dispatch it as soon as possible after the sale.

Who pays for shipping? The buyer pays the shipping cost you set when purchasing your item.

Make a Listing

Payments

How do I pay for an item? All payments are made securely through Kelo using Stripe.

When will I be charged? Your payment is taken when you complete your purchase.

When will I receive my payment? Once your order is complete, your payment will be released. It may then take up to 7 business days for the funds to appear in your bank account.

Is my payment secure? Yes. All payments are processed securely through Stripe, a trusted global payment provider.

What if there's a problem with my payment? If you experience any payment issues, please contact us and we'll be happy to help.

How do payments work for collection? The buyer pays securely online when they complete their purchase. Once the item has been collected and the order is completed by the seller, your payment will be released. It may then take up to 7 business days for the funds to appear in your bank account.

Why is there an admin fee? Our small admin fee helps us provide secure payments, marketplace support, and keep Kelo running.

Returns and Refunds

Can I return an item? As Kelo is a marketplace, returns are generally not accepted. If you'd like to request a return, you'll need to contact the seller directly. If your item isn't as described, please get in touch with us.

What if my item isn't as described? If your item arrives significantly different from its description or condition, please contact us as soon as possible and we'll help resolve the issue.

Can I cancel an order? Orders can only be cancelled before they have been dispatched or collected. Please contact the seller as soon as possible if you need to cancel.

How are refunds processed? If a refund is agreed, it will be processed securely through your original payment method. Depending on your bank, it may take up to 7 business days for the funds to appear in your account.

Marketplace Safety

Should I keep conversations and payments on Kelo? Yes. Always communicate and complete payments through Kelo. This helps protect both buyers and sellers if any issues arise.

Can I share my phone number or email address? No. Please keep all communication within Kelo and don't share personal contact details such as phone numbers, email addresses, or social media accounts. All messages are monitored.

Why should I keep conversations and payments on Kelo? Keeping conversations and payments on Kelo helps protect both buyers and sellers. We recommend keeping all communication within Kelo and never arranging payment outside the platform. All messages are monitored for this reason.