How reviews work
Every review on RepWise is written by someone who bought the piece it’s about. Here is how reviews are collected, checked and shown — including the parts that don’t flatter us.
Who can write one
Only buyers. Once a piece from your order has shipped, your order page — the link in your order confirmation email — opens a review form for it. You can review each piece on your order once.
The form stays open after that, whatever happens next: if your piece arrived damaged and we refunded you, or you’re waiting on us to put something right, your review still counts. Pieces that haven’t shipped yet can’t be reviewed, because there is nothing to review.
What “Verified buyer” means
Every review we publish carries it. It means our own order records show a paid order for that exact product, and that the piece was shipped. We check the order itself — not anything the reviewer tells us. We don’t publish reviews from anyone else, and we don’t copy in reviews from other products or other websites.
What we publish
We read every review before it appears, and we publish every one that meets our guidelines, whatever its star rating. A one-star review goes up exactly like a five-star one.
Reviews about shipping, delivery, packaging, a cancellation or how we dealt with a problem are about what you bought from us. They are on-topic, and we publish them.
Why a review might not appear
While we sell a product, these are the only reasons we keep a review of it off the site:
- It is abusive, harassing, obscene, vulgar or sexually explicit.
- It attacks people for their race, ethnicity, gender, sexuality, religion, disability or another personal characteristic.
- It contains another person’s personal information, such as their address, phone number or email address.
- It contains confidential information, such as trade secrets.
- It is clearly false or misleading.
- It has nothing to do with the products or services we sell. A review about delivery, packaging, a cancellation or how we handled a problem is related, and stays.
- We have good reason to believe it is fake — for example, not written by the person who placed the order.
That’s the whole list. A low rating, criticism of a product, or a complaint about us is never a reason. When we stop selling a product altogether, its page comes down and its reviews come off the site with it — the good ones and the bad ones alike.
We don’t edit, and we don’t pay
We never change a reviewer’s words or rating — a review that breaks a guideline is kept off the site whole, not trimmed. We never pay for reviews or reward them with discounts, free pieces, prize entries or anything else, and we never ask only the customers we expect to be happy.
Staff and test orders
People who work on RepWise can’t review, and neither can the test orders we place to check our own shop: we mark those orders as internal, and the review form never opens on an internal order.
How the rating is worked out
A product’s rating is the plain average of the star ratings in its published reviews, rounded to one decimal place and shown with the number of reviews behind it. Every review counts once; nothing is weighted, and no review is left out because of its score. Only reviews of that exact product count. A product with no published reviews shows no rating at all.
Our replies
We sometimes reply to a review, usually to put something right. A reply appears underneath the review, labelled as coming from RepWise, and never changes the review itself.
Reporting a review
If you think a review breaks one of the guidelines above, or that it isn’t genuine, email hello@repwise.me with the product and the review. A person reads every report. If you wrote a review and want it taken down, email us from the address you ordered with.
Returns and reprints have their own page: Returns & Reprints.