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FAQ & Support

Support & Help Centre

Welcome to the Wear It To Go Help Centre. Find answers to common questions below, or contact our support team if you need further assistance.

Getting Started

What is Wear It To Go?

Wear It To Go is a mobile app that connects shoppers with local clothing retailers offering surprise fashion bags at 50-70% off retail prices. Each surprise bag contains a curated selection of quality clothing items worth up to 3x what you pay. You choose your size (S, M, L, or XL) and category (Men’s or Women’s), pay through the app, then collect your bag in-store using a simple 4-digit code.

How does it work?

Here’s how to get a great deal in four simple steps:

  1. Browse & Select: Open the app, browse surprise bags from local retailers near you, and tap on one to see details including the retail value, offer price, available sizes, and collection window.
  2. Choose Your Size & Pay: Select your size (S, M, L, or XL) and category (Men’s or Women’s), then pay securely using Apple Pay, Google Pay, or card.
  3. Get Your 4-Digit Code: After payment, you’ll receive a unique 4-digit collection code in the app and via email. This is your proof of purchase.
  4. Collect In-Store: Visit the retailer during the collection window shown on your order, show your 4-digit code to the staff, and collect your surprise bag!

Is the app free to download?

Yes! The Wear It To Go app is completely free to download from the App Store and Google Play. You only pay when you purchase a surprise bag.

What areas do you cover?

We’re currently launching across the UK, starting with select cities and expanding rapidly. Enable location services in the app to see retailers near you. You can browse offers in map view or list view, and filter by distance to find the most convenient options.

Your Account

How do I create an account?

Download the app and choose from these sign-in options:

  • Sign in with Apple (iOS) – One-tap sign in using your Apple ID
  • Sign in with Google – One-tap sign in using your Google account
  • Email Magic Link – Enter your email and we’ll send you a secure link to sign in (no password needed)
  • Browse as Guest – You can browse offers without an account, but you’ll need to sign in or provide an email to complete a purchase

I didn’t receive my magic link email

Magic link emails are sent instantly. If you don’t see it within a few minutes, check your spam/junk folder. Magic links expire after 15 minutes for security. If it has expired, simply request a new one from the sign-in screen. Note: There’s a 2-minute cooldown between magic link requests to prevent spam.

How do I update my profile?

Go to Profile > Settings > Edit Profile. Here you can update your name, email, phone number, and notification preferences.

How do I delete my account?

Go to Profile > Settings > Delete Account. This action is permanent and cannot be undone. In accordance with GDPR, all your personal data will be removed within 30 days. Any past orders will be anonymised but retained for legal and financial record-keeping purposes.

Surprise Bags

What’s in a surprise bag?

Each surprise bag contains a curated selection of quality clothing items chosen by the retailer. Before you buy, you’ll know:

  • The retail value of the contents (e.g., items worth £50-100+)
  • The offer price you’ll pay (typically 50-70% less than retail)
  • The store providing the bag
  • The category (Men’s or Women’s)
  • Available sizes (S, M, L, XL)
  • The collection window (date and time to pick up)

The specific items are a surprise – that’s part of the fun! This format allows retailers to clear surplus stock without publicly discounting their brand, and you benefit from significant savings.

Can I choose what’s in my bag?

You choose your size and category (Men’s or Women’s), but the specific items are selected by the retailer. This surprise element is what allows us to offer such significant discounts. If you have specific requirements, we recommend checking the retailer’s regular store or contacting them directly.

What sizes are available?

Sizes available are S, M, L, and XL. Each retailer specifies which sizes they have available for each offer. Some offers (like accessories – bags, scarves, jewellery) may not require size selection.

Ordering & Collection

How do I place an order?

  1. Browse available offers near you (use the map or list view)
  2. Tap on an offer to see full details including retail value, offer price, and collection window
  3. Select your size (S, M, L, or XL) and category if prompted
  4. Tap “Reserve” and proceed to checkout
  5. Pay securely using Apple Pay, Google Pay, or card
  6. Receive your 4-digit collection code instantly in the app and via email

What is the 4-digit collection code?

Your 4-digit collection code is your proof of purchase. When you arrive at the store to collect your bag, show this code to the staff. They’ll enter it into their system to verify your order, then hand over your surprise bag. You can find your code in the app under My Orders or in your confirmation email.

How do I collect my order?

  1. Visit the retailer during the collection window shown on your order
  2. Find a staff member and let them know you’re collecting a Wear It To Go order
  3. Show them your 4-digit collection code (in the app under “My Orders”)
  4. The staff will verify your code and hand over your surprise bag
  5. Enjoy your new finds!

What is a collection window?

Each offer has a specific collection window – the date and time range during which you must pick up your bag. This is set by the retailer and is clearly shown before you purchase. Make sure you can visit the store during this window before placing your order. Collection windows are typically during the store’s opening hours.

What if I can’t collect my order?

If you can’t make your collection window:

  • Before the collection window starts: You can cancel your order in the app for a full refund. Go to My Orders > select the order > Cancel Order.
  • During the collection window: Try to contact the retailer directly (their phone number is shown on your order) to see if they can accommodate you.
  • After the collection window: Unfortunately, uncollected orders are marked as expired and cannot be refunded, as the retailer has prepared your bag and held it for you.

Can I cancel my order?

Yes, you can cancel 2 hours before the collection window begins. Go to My Orders > select the order > Cancel Order. Refunds are processed within 5-7 business days to your original payment method.

Payments & Refunds

What payment methods do you accept?

We accept the following payment methods:

  • Apple Pay – Fast, secure payment on iOS devices
  • Google Pay – Fast, secure payment on Android devices
  • Credit and Debit Cards – Visa, Mastercard, American Express

All payments are processed securely through Stripe, a PCI-compliant payment processor used by millions of businesses worldwide.

Is my payment information secure?

Absolutely. We use Stripe to process all payments. Stripe is PCI Level 1 certified – the highest level of security certification in the payments industry. We never store your full card details on our servers. When you use Apple Pay or Google Pay, your actual card number is never shared with us or the retailer.

How do refunds work?

When you cancel an order (before the collection window), refunds are processed within 5-7 business days to your original payment method. The exact timing depends on your bank or card provider. If you haven’t received your refund after 7 business days, please contact your bank first, then reach out to us if the issue persists.

I was charged but didn’t receive a confirmation

First, check your email (including spam/junk folder) for the confirmation. Then check My Orders in the app – your order should appear there with your 4-digit collection code. If you still don’t see your order, contact us at support@wearittogo.com with your email address and the approximate time of purchase, and we’ll investigate immediately.

Issues & Problems

The retailer couldn’t find my order

This is rare, but if it happens:

  1. Show the retailer your 4-digit collection code clearly
  2. Ask them to double-check by entering the code in their Wear It To Go dashboard
  3. If they still can’t locate it, contact us immediately at support@wearittogo.com with your order details
  4. We’ll investigate and arrange a full refund if the order wasn’t fulfilled

I’m not happy with my surprise bag

By nature, surprise bags contain a variety of items and personal taste varies. However, if there’s a genuine issue – such as damaged items, items in the wrong size, or items that don’t match the stated category – please:

  1. Take clear photos of the items and any issues
  2. Contact us within 24 hours of collection at support@wearittogo.com
  3. Include your order number, description of the issue, and photos
  4. We’ll review your case and work with you and the retailer to find a fair resolution

The app isn’t working properly

Try these troubleshooting steps:

  1. Close and reopen the app – Swipe up to close completely, then reopen
  2. Check your internet connection – The app requires an active connection to browse offers and process orders
  3. Update to the latest version – Check the App Store or Google Play for updates
  4. Restart your device – A simple restart often resolves temporary issues
  5. Check location permissions – The app needs location access to show offers near you (Settings > Wear It To Go > Location)

If problems persist, email us at support@wearittogo.com with your device type (e.g., iPhone 14, Samsung Galaxy S23), operating system version, and app version.

The app crashed

Simply reopen the app. Your account, orders, and collection codes are safely stored and will reappear. If crashes happen frequently, make sure you’re running the latest app version and have enough storage space on your device.

Reviews & Ratings

How do I leave a review?

After collecting your order, you’ll be prompted to rate your experience. You can also leave a review later by going to My Orders > select a collected order > Leave Review. Your review helps other shoppers and provides valuable feedback to retailers.

Can I see a retailer’s ratings before I buy?

Yes! Each retailer’s average star rating is displayed on their offers and store profile. You can see how other customers have rated their experience, helping you choose confidently.

Contact Support

How can I contact you?

Email: support@wearittogo.com
Website: www.wearittogo.com
Response Time: We aim to respond within 24 hours on business days

What should I include in my support request?

To help us assist you quickly, please include:

  • Your account email address
  • Your order number and 4-digit collection code (if relevant)
  • The retailer name (if relevant)
  • A clear description of the issue
  • Screenshots or photos (if helpful)
  • Your device type and app version (for technical issues)

Business Hours

Email Support:
Monday – Friday: 9am – 6pm GMT
Saturday – Sunday: Closed

Emails received outside business hours will be answered on the next business day. For urgent issues during collection windows, we recommend contacting the retailer directly using the phone number shown on your order.

For Retailers

How can my store become a partner?

We’d love to hear from you! Visit our Retailer Partnership page or sign up directly at dashboard.wearittogo.com. You can also email us at partners@wearittogo.com with any questions.

What are the benefits of partnering?

  • Keep 80% of every sale – We only take a 15% platform fee (plus 5% payment processing)
  • Weekly payouts – Receive your earnings every Tuesday via bank transfer
  • Protect your brand – The surprise bag format means no public price cuts that devalue your brand
  • No upfront costs – Zero joining fees, no monthly charges, you only pay when you sell
  • Reach new customers – Get discovered by shoppers looking for local fashion deals
  • Easy dashboard – Create offers, verify collection codes, and track earnings all in one place

How long does it take to get started?

Most retailers are live within 5-7 days of signing up. The process includes email verification (instant), account approval (1-2 business days), payment setup via Stripe Connect, and creating your first offer.

Legal & Company Information

Company Details

Company Name: Wear It To Go Ltd
Company Number: 16909508
Registered Address: Unit 40 Silicon Business Centre, 28 Wadsworth Road, Perivale, Greenford, England, UB6 7JZ
Country: England & Wales

Legal Pages

Additional Resources

Last updated: January 2026