Buyer Protection
How do I report a problem with an order?
Open the order in My orders and tap Report a problem. We hold the seller's payment while we sort it out.
Open My orders, choose the order and tap Report a problem. Pick what happened (it never arrived, it arrived damaged, it's not as described, or something else) and tell us more.
Report it within 7 days of delivery; the seller is paid only 14 days after delivery. While a report is open, the seller's payment is held.
The seller gets a chance to reply, and you can add photos or details from the order page. If tracking shows the parcel never arrived, you get a full refund. For damaged or wrong items we arrange a free return.
Step by step
- Open My orders and choose the order.
- Tap Report a problem.
- Pick what happened and add details or photos.
- Watch for our email; you can add more on the order page.
