Getting help with an order

If something's wrong with your order, here's how to get help.

When to get help

• Item hasn't arrived after reasonable time
• Item is significantly different from listing
• Item is damaged
• You received the wrong item
• Seller is unresponsive

Before you get in touch

1. Message the seller first: Many issues can be resolved directly
2. Gather evidence: Take photos, save messages
3. Check the listing: Review what was promised
4. Watch the date: Your payment is released to the seller 7 days after you paid, even if your order is still in transit

How to get help

1. Go to Your account > Purchases
2. Find the order with the issue
3. Open the "More actions" menu (the three dots) and choose "Get help with this order"
4. Email support from the Help centre with your order number
5. Describe what happened
6. Attach photos if applicable

What happens next

• Our team replies within 1–2 business days
• We may ask for additional information
• We'll help you sort it out with the seller
• Get in touch early: your payment is released to the seller 7 days after you paid

Issues we can help with

• Item not received
• Not as described
• Damaged item
• Wrong item
• Refund request
• Shipping issue