Trust & safety

Built on trust. Protected at every step.

Every feature, from ID verification to escrow payments, is designed to protect buyers, sellers, and renters alike.

01. Identity verification

Know exactly who you're dealing with.

Every seller on Relook completes identity verification before they can list. Renters complete verification before their first rental request. This isn't optional — it's the foundation of our community.

Verification is powered by Stripe Identity, the same trusted infrastructure used by thousands of platforms worldwide. The process takes under 2 minutes and includes government ID matching and a quick selfie.

  • Verified badge displayed on every seller profile
  • Government ID matched to facial scan
  • Required for all sellers before first listing
  • Required for all renters before first rental request
  • Data stored securely and never shared with other users
100%

of sellers are ID verified before their first listing

Powered by Stripe Identity
Stripe Connect

Bank-grade payment security for every transaction

02. Secure payments

Your money, held safely until delivery.

All payments on Relook are processed through Stripe Connect, the same infrastructure that powers Shopify, Lyft, and Amazon Marketplace. Your card details never touch our servers.

Funds are held in escrow after purchase and only released to the seller when the buyer confirms receipt. Clear protection for buyers, with no risk of paying for something that never arrives.

03. Dispute resolution

Fair, fast, final.

We know things don't always go to plan. Our dispute resolution process is designed to be fair to both parties, with clear timelines and a human review team.

1
Buyer raises dispute within 72 hours
The buyer submits photos and a description of the issue. The seller is notified and can respond with their own evidence.
2
Admin reviews and decides within 48 hours
A real human on our team reviews both sides — listing description, photos, evidence — and makes a fair decision.
3
Financial action taken automatically
If upheld, a refund is issued from held funds. If rejected, the seller is paid out. Decisions are final.

What counts as a valid dispute?

  • Item not received
  • Item significantly different from listing description
  • Item arrived damaged (not disclosed)
  • Wrong item received
  • Item is counterfeit or not as described

What is NOT a valid dispute?

  • Buyer changed their mind
  • Sizing issues when size was listed accurately
  • Flaws that were disclosed in the listing
  • Disputes raised after the 72-hour window

04. Security bonds

Rental protection for everyone.

Every rental transaction includes a security bond — a refundable deposit held as an authorisation on the renter's card. Protects sellers against damage without creating friction for honest renters.

For sellers

Bond is captured if damage is confirmed after your 72-hour dispute window. Full admin support included.

For renters

Bond is authorised, not charged. Return the item clean and it's released automatically within 72 hours.

How bonds work in practice

Rental createdBond authorised on renter's card
Item dispatchedRental period begins
Item returned72-hour inspection window opens
Clean returnBond released, seller paid out
Dispute raisedAdmin reviews and captures bond if needed

Our promise

A marketplace you can trust completely.

We believe the best marketplaces are built on accountability. Every feature we ship — ID verification, escrow payments, dispute resolution, security bonds — exists to make Relook the most trusted place to buy, sell, and rent fashion in Australia.

If you ever have a concern about trust or safety on the platform, our team is always available at safety@relook.au

Join a trusted community.

Download Relook and be part of something built to last.

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