Refund policy
Canceling an order
An order can only be canceled (by either the buyer or the seller) if the item hasn’t been shipped yet.
To cancel an order:
- Open your conversation with the other member
- Press the ⓘ symbol in the top-right corner
- Choose Cancel order and select a reason from the list, or choose Other and give more details
The seller might have to confirm the cancellation if they’ve already sent the order, but the tracking information hasn’t been updated yet. If they don’t confirm the cancellation, please wait until the order is canceled automatically.
Note
- If you cancel an order manually, you might receive automatic negative review. To avoid automatic negative feedback, inform the other member before cancelling the order and reach a mutual agreement. Then they will be able to edit or delete the feedback.
- Additionally, buyers can wait until the order is canceled automatically instead of cancelling it themselves.
Good to know
- After an order is canceled, sellers can press Re-upload item on their conversation screen to put the item on sale again.
- In certain cases, we may cancel an order too.
Returning an item
1. If your item is significantly not as described or as it looked on the picture, you can request to return it and get a refund, if approved by us or the seller.
Here are the terms of getting approved for return:
1.1 If your item was damaged in transit, you should contact us, and we will do our best to sort it out.
1.2. If the item doesn’t fit you or you don’t like it, you can only return it if your seller agrees to accept your return.
Important
You must return the item in the same condition in which you received it, i.e. you cannot wash or use it.
You must return it within 1 day according to our return policy.
2. Inform the seller
2.1. Press “I have an issue” in your conversation screen with the seller within 1 day of the item’s delivery.
2.2. Send proof to the seller. Once you do, the payment will be kept on hold until you solve the issue. The proof may include photos of:
- 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
3. 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 in order to refund youYou can also keep the item and complete the order
If you don’t inform the seller on the same day after receiving the item, we will automatically release the payment to the seller, and no refund through us will be possible.
Find an agreement with the seller.
Depending on your situation, see how to proceed if you:
1. Along with the item, you should return everything you received in the original package (receipts, boxes, dust bags, etc.). Make sure the item, and can safely travel back to the seller.
2. Send the item to the seller using a tracked shipping method. You should pay for return shipping, unless the seller agrees otherwise. We do not issue return labels.
3. Share the following information with the seller:
- Valid tracking number of the package
- Photo of the item in the packaging
- Photo of the shipping label (with tracking code and sender’s and recipient’s names visible)
We strongly advise the seller to wait until they receive package tracking information before proceeding with the refund.
Once the seller is certain that their item is being returned, they may cancel the order and refund you by pressing Resolve this issue and then Proceed & Refund in the conversation screen.
If you can't find an agreement with the seller, please contact us. We will investigate the case and help you solve it
Refund Policy
Please do check your item at the time of receiving it. Due to the nature of the products, we have implemented a strict no refund policy, with the following exceptions, listed bellow.
We recommend refusing the package if it’s been visibly damaged in transit – this will help you get a refund.
Is there an issue with an item, You’ll have to let us know same day and return it right away to get a refund. You’ll be refunded in that case.
Purchased item doesn’t fit you or isn’t your style?
Unfortunately, we do not offer refunds in these cases. You can still talk to your seller regarding the return, but it’s up to them to accept it. You can also upload the item to your own registered account on our platform and sell it there.
How to get a refund
There are 4 steps to claiming your refund:
- Submit your claim within same day (after the order status updates to “Delivered”)
- Chat to the seller or contact us
- Return the item
- Receive a refund
- Submit your claim within 1 day
Solving Problems with the order
1. In case your item hasn't arrived, report it right away. Press I have an issue in your conversation screen with the seller within the same day after the order was marked as ‘delivered,’ even if it didn’t actually arrive. This will suspend the order. We’ll keep your payment on hold until the issue is resolved.
Important
If you miss 1 day time frame, or if you ever press Everything is OK, your order will be completed.
Refund will no longer apply in such a case. However, you and your seller may still try to solve this on your own.
2. For any other problems, please Chat to the seller or contact us within 1 day
We recommend that you come to an agreement with the seller. As long as you’ve submitted your claim within 1 day, you may decide between 2 possible solutions:
- Keep the item – In the conversation screen with the seller, press View issue details, then Resolve this issue to complete the order and release your payment to the seller.
- Return the item – You can agree to return the item to the seller and claim a refund.
You don’t have to inform us about your choice, unless you can’t come to an agreement with the seller. If so, you can contact us via the issue details screen. We will review the situation and make the final decision on the case. If we consider that the item is significantly not as described, we will issue a refund.
3. Return the item
Important
Usually, buyers cover the cost of the return postage unless you and your seller agree otherwise.
The return shipping cost depends on the shipping provider chosen by you and/or the seller. Any provider is suitable, as long as they offer package tracking.
4. Receive a refund
You will receive your refund to the same e-wallet or account that you originally paid from. The refund processing time depends on the payment method initially used for this order.
For more details, please read our Terms and Conditions.