Most asked
What should I do if my lot has been delivered and does not conform to its description?

If your lot has been delivered, but unfortunately does not conform to its description, or you believe that the item is fake, we advise you to contact the seller directly to share your concerns with them in an effort to come to a mutual solution. In said message to the seller, please attach pictures of the item you received to support you in explaining your concerns.

If the matter is not solved through direct contact with the seller, please make sure to inform us within 3 days after delivery was made (the exact date will be recorded through Track & Trace). Please be aware that once this 3 day period has expired, your payment will be released to the seller and we can no longer open a claim on your behalf or guarantee a refund. 

When contacting us on this topic, please include:

. At least 3 photos of the lot in the state you received it

. At least 2 photos of the package (where the label is clearly visible)

. A detailed description of the lot in the state you received it, highlighting the main differences compared to the initial lot description

Please note: If you believe that the item is fake,  please send us the photos as requested above as well as a copy of all supporting documents that would support the item not being authentic.

Was this article helpful?
Thanks for letting us know!
Tell us a bit more about the article.
Please select all that apply
Thanks for your feedback!
Contact us