Help Center

Welcome to ROKA London Preloved - powered by Continue.

Continue manages our official resale marketplace and handles all customer service for purchases and sales between customers. Think of them as your behind-the-scenes journey guides, here to make reselling smooth, simple, and stress-free.

Need help?

You've got options:

Ask the AI: - Tap the chat icon in the bottom-right corner to get instant answers from our helpful AI.
Speak to a real person: - If the AI can’t help, just ask to chat to someone and a member of the Continue team will jump in (available 9am–5pm, Monday to Friday).
Prefer email? - Drop Continue a line at hello@continue.co. They usually reply within a few hours.

FAQs

Selling

Why sell on ROKA London Preloved?

Because your bag’s journey doesn’t have to end with you. ROKA London Preloved is the official place to buy and sell genuine secondhand ROKA London pieces. Listing is fast and easy - your past purchases are pulled in automatically - and because it’s powered by the ROKA London community, items often sell faster here than anywhere else.

How do I list something?

Easy:

Head to your Wardrobe and sign up with the email you used to shop with ROKA London.
Your previous purchases will appear like magic.
Don’t see your item? Use the Catalogue search or add it manually.
Most details are pre-filled - just check and hit “List for sale.”

Are there selling fees?

Nope. Listing and selling your items is completely free.

How will I know when something sells?

You’ll get both a text and an email with posting instructions. Just follow the steps and send it on its way.

Where do I find my shipping label?

It’ll be emailed to you right after your item sells. You can also download it from Sales and Purchases in your account. Please post your item within 3 days.

What happens when I accept an offer?

Once you accept, the buyer gets notified by email and text. You can message them directly through the Offers page. Please note: offers aren’t binding - buyers can still change their mind. But once accepted, the price updates so that other shoppers can buy it instantly at the offer price.

When do I get paid??

You will receive 110% of the item's value in store credit once the buyer accepts the order, or automatically after 2 days.

Can I choose my own prices?

Absolutely. We’ll suggest a price based on condition and demand, but you’re in control. Set your own price, adjust it anytime, or negotiate directly with interested buyers.

Buying

Why shop here?

This is the official secondhand home ROKA London. A space powered by real people, real stories, and real bags built to go the distance.

Every item you see is authentic and verified. Each purchase is backed by Buyer Protection, so you can shop confidently. Listings are connected to original purchases, giving you peace of mind with every pre-loved find.

You can chat with sellers, make offers, and discover exclusive drops - all within the ROKA London community.

What if my item arrives damaged or not quite right?

If your item turns up damaged or isn’t as described, just let Continue know within 2 days of delivery via chat or email at hello@continue.co. You’ll get a full refund, with return shipping covered by Continue.

What if the seller doesn’t post my item?

No stress - if the seller doesn’t ship, you’ll be refunded in full. Most items are shipped within 1–2 days (they have up to 5). You can always try messaging the seller directly via Sales and Purchases. If you don’t get a reply, Continue will step in to help.

What is the Buyer Protection fee?

Buyer Protection is 10% of the item price and is paid to Continue. It keeps your payment secure until you confirm you’ve received your item as described. It also covers customer support and dispute resolution.

How does Buyer Protection work?

Your payment is safely held in escrow (via Stripe) until you mark the item as received and as described. If your item is lost, damaged, or not what you expected, you’ll be refunded after returning it. Buyer Protection ensures a smooth journey - from seller to doorstep.

Do I have to buy after making an offer?

No, offers are non-binding. But once the seller accepts, the price will update to your offer amount so that anyone can buy it at that reduced price. If you’re keen, best to check out quickly!

Can I return something?

If your item arrives and it’s significantly different to what the seller described, you’re entitled to return it, with postage covered by Continue. Otherwise, all sales are final. But don’t worry, if it’s not quite right for you, the item will appear in your digital wardrobe so you can re-list it anytime.

How do I mark an item as accepted?

Once your item arrives and everything looks good, go to Sales and Purchases, find your item, and hit "Accept" This helps release the funds to the seller more quickly. If you don’t do it manually, your order will auto-complete 2 days after delivery.

Will I have to pay customs or import taxes?

If your item is shipped from another country, you may be charged local import duties or taxes when it arrives. These are determined by your country’s customs office and are the buyer’s responsibility.

Shipping

How does shipping work?

Shipping through ROKA London is seamless.

Sellers choose from trusted, pre-approved couriers, and buyers see exact delivery rates at checkout. Once a sale is made, a shipping label or QR code is automatically generated and sent to the seller. You can also find it anytime under Sales and Purchases

Both buyer and seller receive tracking updates every step of the way - because peace of mind is part of the package.

Who pays for shipping?

The buyer covers delivery costs at checkout.
Sellers simply use the prepaid label provided and must post the item within 5 days - though most items are shipped within 1–2 days.

Is shipping insured?

Yes - all shipments are insured for their full value. If your item gets lost in transit, you’ll receive a full refund.

When will my item arrive?

Once your item’s on the move, you’ll receive a tracking link. You can also view it under Sales and Purchases by selecting your order.

How long do I have to ship a sold item?

Sellers should post items as soon as possible - and always within 5 days of sale.
If an item isn’t shipped in time, the order may be automatically cancelled.

Do you support international shipping?

Yes, we offer tracked and insured international shipping through our approved courier partners, so your item is covered, wherever it’s headed.

How do I choose the right parcel size?

To keep things simple, here’s how most ROKA London products fit into parcel sizes:

Small Parcel (up to 500g)

Best for small, lightweight items like wallets, pouches, and compact crossbody bags.

Medium Parcel (up to 1kg)

Ideal for small to medium-sized backpacks and larger crossbody bags.

Large Parcel (up to 2kg)

Great for large backpacks, duffels, or orders with multiple items.

Tip:If you’re ever unsure, weigh your item before shipping to make sure it fits the right bracket.

Note: Items over 2kg fall into the heavy category and can’t be shipped with our standard label. You’ll need to arrange your own courier for these.

Payment

When will I receive my store credit?

Once your item has safely reached its new owner, funds are released. This happens either when the buyer confirms delivery, or automatically after 2 days, whichever comes first.

How will I get paid?

You’ll receive 110% of the item price in store credit once the order is accepted. That’s our way of saying thanks for keeping great bags moving.

How do I access my store credit?

As soon as the buyer confirms they’re happy, you’ll get an email with your unique store credit code. You can also view all your credits anytime on the Store Credit. page.

Note: Store credit can only be used on our main website www.rokalondon.com, not on the Pre-Loved marketplace.

What payment methods do you accept?

You can check out using all major credit and debit cards, including Amex and Klarna, plus Apple Pay or Google Pay on mobile. Payment options may vary slightly from those on our main site.

Where can I spend my store credit?

Your store credit is valid exclusively on www.rokalondon.com and can be applied at checkout to reduce your total. It’s the perfect way to put pre-loved into something brand new.

Wardrobe

How does my digital wardrobe work?

Your Wardrobe is your personal hub for all things ROKA London - past and present. It automatically syncs your purchases from both the main store and the Pre-Loved marketplace. We securely match your orders to your account using your email address and phone number.

Why can’t I see my items?

It can take a few minutes for your wardrobe to update after you sign up. If something’s missing, try these quick steps:

Used a different email at checkout?

Head to your Profile and add any other email addresses you’ve used - we’ll match your past orders automatically..

Not seeing your item?

Search our Catalogue - most listings will pre-fill for you, so it’s fast and easy to list.

Still can’t find it?

You can always add it manually by entering the details yourself.

Platform

Who runs this marketplace?

The ROKA London Preloved marketplace is powered by Continue - experts in resale technology.
They handle all customer support, payments, and platform management behind the scenes.

If you have any questions, reach out to them directly at hello@continue.co or start a chat from the bottom right corner of the screen.

Help Center

Welcome to ROKA London Preloved - powered by Continue.

Need help?

You've got options:

Ask the AI: - Tap the chat icon in the bottom-right corner to get instant answers from our helpful AI.
Speak to a real person: - If the AI can’t help, just ask to chat to someone and a member of the Continue team will jump in (available 9am–5pm, Monday to Friday).
Prefer email? - Drop Continue a line at hello@continue.co. They usually reply within a few hours.

FAQs

Selling

Why sell on ROKA London Preloved?

How do I list something?

Easy:

Head to your Wardrobe and sign up with the email you used to shop with ROKA London.
Your previous purchases will appear like magic.
Don’t see your item? Use the Catalogue search or add it manually.
Most details are pre-filled - just check and hit “List for sale.”

Are there selling fees?

Nope. Listing and selling your items is completely free.

How will I know when something sells?

You’ll get both a text and an email with posting instructions. Just follow the steps and send it on its way.

Where do I find my shipping label?

It’ll be emailed to you right after your item sells. You can also download it from Sales and Purchases in your account. Please post your item within 3 days.

What happens when I accept an offer?

When do I get paid??

You will receive 110% of the item's value in store credit once the buyer accepts the order, or automatically after 2 days.

Can I choose my own prices?

Absolutely. We’ll suggest a price based on condition and demand, but you’re in control. Set your own price, adjust it anytime, or negotiate directly with interested buyers.

Buying

Why shop here?

This is the official secondhand home ROKA London. A space powered by real people, real stories, and real bags built to go the distance.

You can chat with sellers, make offers, and discover exclusive drops - all within the ROKA London community.

What if my item arrives damaged or not quite right?

What if the seller doesn’t post my item?

What is the Buyer Protection fee?

How does Buyer Protection work?

Do I have to buy after making an offer?

No, offers are non-binding. But once the seller accepts, the price will update to your offer amount so that anyone can buy it at that reduced price. If you’re keen, best to check out quickly!

Can I return something?

How do I mark an item as accepted?

Will I have to pay customs or import taxes?

Shipping

How does shipping work?

Shipping through ROKA London is seamless.

Both buyer and seller receive tracking updates every step of the way - because peace of mind is part of the package.

Who pays for shipping?

The buyer covers delivery costs at checkout.
Sellers simply use the prepaid label provided and must post the item within 5 days - though most items are shipped within 1–2 days.

Is shipping insured?

Yes - all shipments are insured for their full value. If your item gets lost in transit, you’ll receive a full refund.

When will my item arrive?

Once your item’s on the move, you’ll receive a tracking link. You can also view it under Sales and Purchases by selecting your order.

How long do I have to ship a sold item?

Sellers should post items as soon as possible - and always within 5 days of sale.
If an item isn’t shipped in time, the order may be automatically cancelled.

Do you support international shipping?

Yes, we offer tracked and insured international shipping through our approved courier partners, so your item is covered, wherever it’s headed.

How do I choose the right parcel size?

To keep things simple, here’s how most ROKA London products fit into parcel sizes:

Small Parcel (up to 500g)

Best for small, lightweight items like wallets, pouches, and compact crossbody bags.

Medium Parcel (up to 1kg)

Ideal for small to medium-sized backpacks and larger crossbody bags.

Large Parcel (up to 2kg)

Great for large backpacks, duffels, or orders with multiple items.

Tip:If you’re ever unsure, weigh your item before shipping to make sure it fits the right bracket.

Note: Items over 2kg fall into the heavy category and can’t be shipped with our standard label. You’ll need to arrange your own courier for these.

Payment

When will I receive my store credit?

Once your item has safely reached its new owner, funds are released. This happens either when the buyer confirms delivery, or automatically after 2 days, whichever comes first.

How will I get paid?

You’ll receive 110% of the item price in store credit once the order is accepted. That’s our way of saying thanks for keeping great bags moving.

How do I access my store credit?

What payment methods do you accept?

You can check out using all major credit and debit cards, including Amex and Klarna, plus Apple Pay or Google Pay on mobile. Payment options may vary slightly from those on our main site.

Where can I spend my store credit?

Your store credit is valid exclusively on www.rokalondon.com and can be applied at checkout to reduce your total. It’s the perfect way to put pre-loved into something brand new.

Wardrobe

How does my digital wardrobe work?

Why can’t I see my items?

It can take a few minutes for your wardrobe to update after you sign up. If something’s missing, try these quick steps:

Used a different email at checkout?

Head to your Profile and add any other email addresses you’ve used - we’ll match your past orders automatically..

Not seeing your item?

Search our Catalogue - most listings will pre-fill for you, so it’s fast and easy to list.

Still can’t find it?

You can always add it manually by entering the details yourself.

Platform

Who runs this marketplace?

Help Center

Need help?

FAQs

Selling

Buying

Shipping

Payment

Wardrobe

Platform

Marketplace

Main Store

About

Legal

Help Center

Need help?

FAQs

Selling

Buying

Shipping

Payment

Wardrobe

Platform