Shipping insurance

If the order is lost or damaged during shipping and is insured, follow the shipping insurance process.

If you used smart shipping and chose not to add smart shipping insurance, you’ll need to provide a sales invoice so the shipping company can investigate the return.

Messaging the buyer

We recommend message the buyer to discuss the issue and work on a solution together, as this can speed up the process of solving your issue.

Possible options for resolving the case may include (with the buyer's agreement):

- An appropriate partial refund to the buyer. You can agree on the amount with them.

- A replacement for the object, if you are able to offer an appropriate replacement of similar condition and value.

- Cancellation and refund, with the buyer's agreement. The buyer should then ship the object back to you in the same condition you shipped it. You should only refund the buyer once the object arrives at your address and you can confirm it is in the correct condition. The reason behind the return will determine who needs to pay the return shipping costs.