Buying
My item hasn't arrived, what do I do?
Most orders arrive within the timeframe shown at checkout. If yours hasn't, here's how to handle it.
Check tracking first
Go to Orders and tap on the order in question. If the seller has uploaded a tracking number, you'll see it there. Check the carrier's website directly for the latest update, sometimes tracking systems have delays.
Allow for the delivery window
International orders can take 2–4 weeks depending on the origin and destination. Domestic orders are typically 2–7 business days. If you're within the estimated window, it's worth waiting a little longer before raising an issue.
Contact support
If the estimated delivery date has passed and tracking shows no movement or hasn't updated in several days, contact us via the Help Centre contact form. Include your order reference. We'll reach out to the seller for an update and, if needed, raise an investigation with the carrier.
Refund process
If the item is confirmed as lost in transit, you will receive a full refund to your original payment method. This is typically processed within 3–5 business days of the investigation concluding.
Do not confirm receipt in your Orders page until your item has physically arrived, confirming receipt releases funds to the seller.
More in Buying
Need more help?
Our support team responds within 24 hours. Verified sellers get priority access.
Contact Support