How to open a dispute

How to open a dispute

If you have a problem with your order, follow these steps:

1. Go to My orders in your dashboard.
2. Find the affected order and click I have a problem with my order.
3. Select the reason for the dispute:
   • The item has not arrived
   • The item does not match the description
   • The item arrived damaged
   • Other
4. Describe the problem in as much detail as possible (minimum 50 characters).
5. Upload photos of the received item if relevant (optional, up to 4).
6. Click Open dispute.

What happens next?

• Payment to the seller is frozen immediately.
• The seller has 48 hours to respond.
• If they respond, the dispute moves to Under review status and our team analyses it.
• Our team will notify you of the resolution within 48–72 business hours.

Note: You can only open one dispute per order, and the button appears 24 hours after purchase.