Our Buyer Protection is added to every purchase made using the “Buy now” button (for a fee). Buyer Protection includes our Refund Policy, which allows you to get a refund if:

• Your parcel never arrives
• Your parcel was damaged in transit
• Your item is significantly not as described (SNAD)

The Refund Policy unfortunately doesn’t cover items that don’t fit you or don’t suit you. You can still talk to your seller about a return, but it’s their decision whether to accept the return or not.

For more details, please see our Terms and Conditions.

Report your issue within 2 days and request a refund

When we notify you that the parcel should have been delivered or it seems lost, you need to report the issue within 2 days to request a refund:

• Press I have an issue in the conversation screen
• Complete the steps on the page to submit your request.

This 2-day time period to report an issue applies for all the issues covered under the Refund Policy described above.

If you don’t report your issue in time (or if you press “Everything is OK”), we’ll complete the order and release your payment to the seller. Once you’ve reported the issue:

• The order is temporarily suspended
• Your payment is held safely by our payment service provider until a solution is found

I’ve reported an issue — what happens next?

• Parcel didn’t arrive

• Parcel was damaged in transit

• Item is significantly not as described (SNAD)

• It looks like a counterfeit item

Good to know

• You can see more information about ongoing and suspended orders in the conversation screen with the seller.
• If you’ve reported an issue but already found a solution without our help, you can complete the order and release your payment to the seller.
  • Press “Resolve this issue” to resolve a lost or damaged parcel issue.
  • Press “Cancel & keep item” to resolve a SNAD issue.
• You’ll receive your refund within 5 working days to the same e-wallet or account you originally paid from. Learn more about receiving a refund.