Where do the products being sold come from?  

Housing Works relies on the generous donations from both individual and corporate donors.  Most donated products are gently used, unless otherwise noted as new.  Items listed on our website have been inspected for noticeable flaws and damage.  Common or minute signs of gentle use will not be included in the description; but will be reflected in the listed condition of the item Items are not officially appraised, certified, or authenticated.  Our vintage and authenticity commentary is accurate to the best of our knowledge, but we cannot guarantee that it is 100% factual.  All measurements are approximate. 

Why can’t I find an item I saw earlier?   Why don’t you have this item in my size?   

All items are donated and therefore most are one of a kind, but please check back frequently as we post items daily and you will find similar items for purchase.   

How is sales tax calculated? 

Tax laws require Housing Works to charge sales tax in states where we have operations.   

How do I track my order? 

Once your item is shipped, you will be emailed tracking information for your order.  You will be able to track your shipment and its expected delivery date.   

May I pay using my Housing Works gift card? 

Gift cards are only redeemable at one of our 9 Housing Works Thrift Shops.  We cannot accept gift card payments for online purchases at this time.  Here is list of our NYC locations and hours of operation.   

Can I order online and pick up in store? 

No, all orders will be shipped via USPS

I forgot my promo code, can you add my discount or shipping promo to my order that's already been placed?

We cannot apply discounts after your order is placed.  Please make sure you've applied coupons correctly while placing your order.

I am trying to place my order, but free shipping is not being applied.

Please confirm that your order does not contain Design on a Dime (DOAD) or home decor items before reaching out to customer service.  Free shipping does not apply to these items.

I placed an order, but now there is a sale, can I get a price adjustment?

Due to the limited availability and uniqueness of our products, we do not offer price adjustments on orders that have already been placed.

I placed two orders, can I combine them?

Multiple orders cannot be combined for shipment.  All items shipped together must have the same order number.

Do you ship internationally?

We currently offer international shipping to the following countries: Australia, Brazil, Canada, Finland, France, Germany, Greece, Ireland, Italy, Mexico, Netherlands, Spain, Sweden, and the UK.

I have a question, how do I reach someone at the eShop?

If you have questions or need to return an item (and are unable to use the self-service return through your user account), please email us at eShop@housingworks.org.  You can also call us at (347) 226-7870.  Please note our customer service hours, and due to high call and email volumes, it may take 24-48 hours for us to respond.

Our customer Service Hours are Mon.-Fri. 9am-12pm | 1pm-4pm Eastern Time.

I want to return an item, what do I do?

If you are not fully satisfied with your purchase, you will have 14 days from its arrival to return the item.  Please sign into your account and select the order you wish to return and click the return items link. If you are returning an US order, we will provide you with a return shipping label. The cost of international returns must be covered by the customer. If you do not have an account, you can email us at eShop@housingworks.org with your order number, name, and the reason for the return.  Once we receive your returned item, we will process your refund to the original payment method for the item contingent upon it being returned in saleable condition.  Shipping and handling fees will not be refunded.

Please note that items marked FINAL SALE as well as swimwear and undergarments may not be returned. Vintage items and markdowns are currently FINAL SALE and cannot be returned.