We understand how disappointing it can be when an object arrives damaged or isn’t as described, or if it is missing from your shipment. We take these situations seriously and are here to help you find a solution.

1. Gather clear photos, including:

• the full object, if you received it
• close-ups of the damage, if any
• the outer and inner packaging
• the shipping label

2. Contact the seller via the Message Centre directly to try to resolve the issue.

Most cases are solved faster by the seller offering a replacement, partial refund or return. 

How to message the seller (step-by-step)

• open the Message Centre from the Order page
• say exactly what happened and what you want (replacement, refund, return) so the seller can respond with a concrete proposal
• include essential evidence: photos, delivery date, shipping company and TN, and any delivery note or POD
• propose a practical next step for the seller, eg. “Please send a return label” or “Please confirm a €XX partial refund”
• allow the seller a reasonable time to respond

If no agreement is reached, you can request us to review your case

• Please report the issue within three days of delivery so we can pause the seller’s payment and start investigating. The delivery date is verified through Track & Trace
• Add a short explanation of the issue to help us assess it quickly. 
• We’ll review your claim carefully and involve the seller. In some cases, we may consult an expert.
• Our goal is always to reach a fair resolution for both sides.

Important
If we don’t hear from you within three days of delivery, we’ll release payment to the seller. After this deadline, it becomes much harder for us to help.

Your payment stays securely on hold until the issue is resolved — as long as you report it on time.

If the package arrives visibly damaged and the shipping company does not allow you to refuse delivery, accept it with reservation instead. Make sure the shipping company notes the damage upon delivery and take clear photos of the package. This helps keep the proof needed to submit a claim later. Take clear photos of the damage and the delivery note before unpacking the object.

If you receive an empty box, we ask that you open a claim with the delivery company and file a police report. These steps are necessary for us to investigate the case and mediate with the seller if needed.