A buyer and a seller can cancel their order only if the item hasn’t been shipped yet.
To cancel your purchase:
Open your conversation screen with the seller
A mutual agreement between a buyer and a seller about cancelling their order will help them avoid automatic negative feedback.
Returning an item
If your item was damaged in transit or is significantly not as described, you can return it and get a refund. If the item doesn’t fit you or you don’t like it, you can only return it if your seller accepts it.
You must return the item in the same condition in which you received it, i.e. you cannot wash or use it.
Start a return
If the item you’ve received was damaged in transit or significantly differs from the description, here are the steps to take:
In the conversation thread with your seller, write I have an issue within 2 days of the item’s delivery.
Provide the seller with the evidence to show them that the item has arrived damaged in transit or is a significant mismatch from the description. The evidence can be photos with any of the following:
The item with the damaged part(s) visible.
The item’s packaging showing its damaged part(s).
The item’s part(s) that do not match the item description.
Look for a solution with the seller. Discuss the options of the refund and return shipping of the item:
The seller can ask you to send the item back and refund you the payment.
Then, based on your discussion with the seller, continue with one of the scenarios described below.
Reached an agreement with the seller?
If you agreed on the refund:
Please arrange the return of the item directly with the seller. As soon as the seller receives a valid tracking number of the return package from you, he can refund you. Make sure you share the parcel’s tracking number with the seller. We strongly advise them to wait until they receive at least this proof before proceeding with the refund.
If you agreed that you (the buyer) would keep the item, confirm in your conversation thread with the seller.
Can’t agree on the refund with the seller?
If you need a hand in solving the issue, reach out to us writing an email at firstname.lastname@example.org describing your issue. We’ll then look into the case and contact the seller to help you to make the final decision.
If the item you bought doesn’t fit you:
Unfortunately, in this situation you cannot claim a refund unless the seller agrees to accept the return after you contact him privately.
If this is the case, you’ll need to agree on the return conditions with him.
Buyers cover the cost of the return postage unless you agree with your seller.
In some cases, when there are strong indications that the item that you received is a counterfeit, you may not have to send it back to the seller. In this situation, we may ask you to cooperate with us – one way of cooperation could be destroying the item.
Returning an item
If you contact your seller and agree with them on a refund privately, you can both agree on a return date. As soon as the seller receives a valid tracking number of the return package, theycan issue a refund to you.