My Cart

Close

Frequently Asked Questions - Sellers

Frequently Asked Questions - Sellers

 

Before Becoming A Seller:

 

Do I need to meet certain requirements to become a seller? 

  

Our sellers include both individuals and independent businesses offering a selection of antiquities, artisanal hand-made treasures and contemporary objects of interest. 

  

We look for sellers whose products will be a good fit with our current collection. If you are unsure whether or not your products will work with our marketplace please do not hesitate to contact Shop The Château for more information by following the link here.

  

Equally, we also like to ensure that prospective sellers are aligned with our values surrounding ethics and environmental sustainability. To read more about our values and commitments we invite you to click here.

  

If you are considering becoming a seller and would like more information to see whether or not our values, and your own values, are aligned please do not hesitate to contact us here. 

 

You are able to sell on the Château Shop no matter where you are located in the world. However, just so you know our seller account backend is only in English for the moment. 

  

Are minors able to become a seller on the Shop The Château?

 

All Shop The Château account owners must be at least 18 years of age. Individuals under the age of 18 are considered minors on Shop The Château. A minor may not create their own Shop The Château account, to either buy or sell, or use our services as outlined in our terms and conditions page here.

 

What can I sell on Shop The Château? 

  

Our sellers offer a range of ethically made products, hand-crafted items, antiquities and contemporary quality treasures for all areas of the home and life. 

 

If you are unsure whether or not your products will be a good fit with our marketplace please do not hesitate to contact Shop The Château for more information by following the link here. Merci beaucoup!

 

What are the commission fees associated with selling on your platform?

 

For every product sold Shop The Château takes a 15% commission on the order price (including shipping and taxes). This commission directly assists in financially supporting the restoration of Château de Gudanes, a Class I Historical Monument in France. To read further about Château de Gudanes we welcome you to visit our website by following the link here.

 

In addition to supporting the restoration, at the end of each year Château de Gudanes also donates part of this commission to Zonta House, an organisation supporting women who have experienced or are at risk of domestic or family violence. The Château also donates to the local animal shelter in Mirepoix. To read more about this please click the link here. 

  

When I make a sale, how will I be paid? 

 

 In regards to payment flow, when a customer places and order and pays (via credit card or Paypal) the full amount will be transferred to the Château. Then, the Château will remove its commission amount and transfer the remaining payment to you through your elected payment method - either Paypal or Direct Transfer through internet banking. We are happy to make payments at the end of each week or month depending on which you would prefer. You will be paid out in your elected currency.

 

Who pays currency conversion and other fees? 

 

Shop The Château pays for all currency conversion fees, payment processing and additional costs as part of our commission.

 

How does selling on your platform work with my tax obligations?

 

The price of your products as a seller should include all taxes. It is your responsibility as a seller to make sure your tax is filed and submitted correctly as per your country’s requirements. 

 

What are your general terms, policies and conditions for refunds, returns and exchanges? Can I create my own policies for buyers when they place an order with my store? 

 

The general Terms and Conditions of Shop The Château are listed here.

 

The Privacy Policy of Shop The Château is listed here. 

 

The general Returns, Refunds and Exchange Policy of Shop The Château are listed here. However, concerning returns, refunds and exchanges the seller is able to create their own policies and list these on their seller profile page. The seller can also create their own other additional policies and list these on the seller profile page too. 

  

What happens after someone places an order on my store? Do I fulfil and ship the item/s? Can I offer my own shipping methods? 

  

When a buyer places an order with your store it is the seller’s responsibility to fulfil and ship the items.

 

Sellers are all able to offer their own shipping. The seller can change the pricing of shipping (based on weight to each country) or select free shipping, elect to ship to certain countries or not and choose different shipping for different products. Sellers can also choose their own shipping carrier and whether or not they would like to offer tracking services. However, the pricing must be input manually into your account. 

  

Sellers are able to generate basic shipping labels within their account but if you would like to print a label for a specific carrier you will have to do this via the carrier and not in your account. If you would like to know more about shipping please do not hesitate to contact Shop The Château by following the link here. 

  

How do I open an account and create my shop? What is the process?

 

To apply to join as a seller please click the link here or the ‘Join As A Seller’ banner in the header of our website. From there, follow the sign up process and submit your application. We will then review your details and be in touch via email with more practical information about being a seller in our marketplace. Once everything is finalised we will then approve your account and you can begin the setup process and add products. 

  

Am I able to customise my shopfront? 

  

Oui! You can make a number of customisations to your seller profile page. You can add you own banner, shop logo and seller profile image. You are also able to add your own policies, shipping and descriptions which will be visible to buyers on your shopfront. 

 

Signing In:

 

How do I sign into my seller account? 

 

To sign into your seller account please click the link here or the ‘Join As A Seller’ banner in the header of our website. From there, follow the prompts to login. 

 

How do I change the password to my seller account? 

  

To sign into your seller account please click the link here or the ‘Join As A Seller’ banner in the header of our website. From there, follow the prompts to reset your password. 

 

If you are already logged into your account visit the profile and then my account section. On the top right hand side of the page you will find the ‘Change Password’ button. Click the button and complete the steps to change your password. 

 

Functions, Configuration And Appearance Of Shopfront:

 

How do I setup the appearance of my shopfront and configure my account? 

  

After you have been approved as a seller before you begin uploading products you will need to setup the appearance of your shopfront and configure the settings of your account. 

  

The appearance of your shopfront can be setup in the profile and then my account section. 

  

In regards to configuring the settings of your account, please refer to the detailed pdf document sent to you via email when your account was approved. If you need us to resend the pdf please do not hesitate to contact us by following the link here. 

 

How do I setup seller vacation mode? 

  

Visit the profile and then my account section. Scroll down and on the right hand side you will see the seller vacation configuration box. Click the configure box and then fill out the relevant details. If you would like to pause shopping on your store during your vacation choose the disable all product mode. If you would like to continue selling during your vacation choose the continue selling mode and write a short note for buyers explaining when you will return to send orders again. 

 

Can I create my own policies? 

 

To set your own policies visit the account and then my account section. Scroll down to the Other Policy section and add or amend as required. 

 

How do I communicate with buyers who have placed an order or potential customers?

 

To view and answer questions from potential buyers about particular products visit the products and then ask a question section.

 

To view and answer general questions directed to your store visit the profile and then ask a question section.

 

To view and answer questions from buyers who have already placed an order on your shop visit the orders and then ask a question section. 

 

How do I cancel an order? 

 

Visit the order then order listing section. Click the three dots on the right hand column of the order you wish to cancel and then click view. Scroll down to find the cancel fulfilment button. 

 

How do I offer store pickup?

 

To setup this function visit the configuration and then store pickup configuration section. Enable the option by sliding the want store pickup button to green. Select your settings - would you like store pickup for all your products or only select ones? Would you like to offer buyers store pickup and delivery and options or only store pickup? Would you like the default option for your store to be delivery or store pickup? 

 

After you have made the above decisions, chosen your settings and saved the changes continue by visiting the configuration and then locations section. Click the ‘+ Add Location’ button and proceed to fill out the details of your store pickup location. Kindly note that you can add more than one possible pickup location.  

 

Following this, when you add a new product you can select delivery and pickup options as required. You can also amend products added before setting up this feature as you require. 

 

Management:

 

How do I create shipping labels for my orders within my account?

 

Sellers are able to generate basic shipping labels within their account however if you require a label for a specific carrier you will have to do this through the carrier's website or an alternate platform. 

 

To generate a basic shipping label in your account visit the orders then order listing section. Find the order to generate the label for, click the three dots in the right hand column of the order and then click view. Scroll down the order page until you see the additional order details box. Click actions then generate shipping label.

 

How do I create and send a customer invoice?

 

To generate a customer invoice visit the orders then order listing section. Find the order to generate the invoice for, click the three dots in the right hand column of the order and then click view. Scroll down the order page until you see the additional order details box. Click actions then print customer invoice. When the invoice has been generated save it to your downloads so that you may email it to the customer. 

  

What do I do in the case of an exchange, refund or return request?

 

To view exchange, refund or return requests from your buyers visit the orders then RMA listing section. 

 

How you choose to proceed with such requests will depend on the individual situation and your unique policies that you have created and have visible on your seller profile page. 

 

Normally, we ask the seller to resolve RMA requests. However, if the seller and buyer are not able to come to a reasonable agreement please contact Shop The Château here so that we may assist in resolving the issue. 

 

For more information about how we resolve disputes please visit Shop The Château Terms here, Privacy Policy here and Return, Exchange or Refund Conditions here

 

What happens if a customer’s order is lost in mail? 

 

If you are concerned that a parcel has not been delivered you will need to contact the shipping carrier right away with all the details of the package so that they may lodge an inquiry. 

 

If the parcel is deemed lost you will need to discuss further with your shipping carrier about making a claim for the unrecoverable items. 

  

Normally, we ask the seller to resolve this with the buyer and shipping carrier independently. However, if the seller and buyer are not able to come to a reasonable agreement please contact Shop The Château here so that we may assist in resolving the issue. 

 

For more information about how we resolve lost parcel disputes please visit the Shop The Château Terms here, Privacy Policy here and Return, Exchange or Refund Conditions here

 

How do I view and manage reviews?

  

To view and manage reviews of your products please visit the products then product review section. 

 

To view and manage general feedback given to your store please visit the profile then feedback section. 

 

How do I resolve an issue or dispute with a buyer?

 

If the seller and buyer are not able to come to a reasonable agreement concerning an issue please contact Shop The Château here so that we may assist in resolving the problem right away.

 

For more information about how we resolve disputes please visit the Shop The Château Terms here, Privacy Policy here and Return, Exchange or Refund Conditions here.

  

What should I do if I am having technical problems with my account or an order? 

 

Please contact Shop The Château by following the link here and we will get back to you right away to assist in resolving the problem.

 

Getting Paid: 

 

How do I get paid?

 

In regards to payment flow, when a customer places an order and pays (via credit card or Paypal) the full amount will be transferred to the Château. Then, the Château will remove its commission amount and transfer the remaining payment to you through your elected payment method - either Paypal or Direct Transfer through internet banking. We are happy to make payments at the end of each week or month depending on which you would prefer. You will be paid out in your elected currency.

 

Currency conversion and other fees? 

 

Shop The Château pays for all currency conversion fees and payment processing as part of our commission.

 

How does selling on your platform work with my tax obligations?

 

The price of your products as a seller should include all taxes. It is your responsibility as a seller to make sure your tax is filed and submitted correctly as per your country’s requirements. 

 

Closing Your Account:

 

How do I close my account? 

 

To close your account please contact Shop The Château by following the link here. There are no fees for closing your account and this can be done at any time. 

 

Contact:

 

How do I contact Shop The Château? 

  

To contact Shop The Château please follow the link here. Merci beaucoup!