Reporting a problem with an order

Open the order, press There's a problem, choose what's wrong and add photos. The seller is told straight away.

The seller can offer a full refund, a partial refund, or ask you to send the item back for a refund. If you can't agree, ask our team to decide.

If the seller asks for the item back, get a free return label on your order: we pay the postage, and you show a code at the drop-off point. The carrier's tracking tells the seller it's on its way, and you're refunded once they've checked it. You can also send it your own way with tracking and add the tracking number to the order.