A clear way forward
Returns & disputes
Check the shop's return terms
Each seller sets their own return policy on the listing or shop: returns on new items, returns on all items, or all sales final, with a stated window where applicable. Review it before buying. Your statutory rights still apply.
If something goes wrong
Use “Report a problem” on your order page while the trust window is open: 3 days from the carrier's delivered scan, or 10 days after shipment for untracked orders. An open dispute freezes the seller's proceeds until it's resolved. We review your report and help you and the seller reach a resolution — we don't promise refunds or outcomes; any refund is agreed with the seller and paid from the held payment. You can also message the seller from the order page to work it out directly.
Payment and release
Buyer payments are held until delivery and release. Seller proceeds release on buyer confirmation, or automatically after the carrier delivery scan (New 7 days, Trusted 3 days, Power 24 hours). Untracked shipments release 10 days after shipment unless a dispute is opened within the trust window — 3 days after the 7-day estimated delivery, which is the same 10-day mark. An open dispute or cancellation can pause the release of seller proceeds while the issue is reviewed. Eligible refunds are handled through the order process.
Read the full Trust & Safety guidance or contact us for help.