Refunds and returns.

Before we purchase

You can cancel for a full refund of the goods value and service fee. Payment processing fees already charged by the provider are not refundable, because they are not returned to us.

After we purchase, before dispatch

If you cancel, we refund the goods value less the service fee and any return shipping charged by the seller. If the seller refuses a return, the goods remain yours and we will ship them on your instruction.

After dispatch

Goods in transit cannot be cancelled. If the parcel is refused at customs or returned to us, we refund the goods value less freight and any duties incurred.

Wrong, damaged or missing items

We photograph every parcel before it enters storage. If the item is wrong, damaged or short, we message you with the photos and offer three options: wait for the seller to resend, swap for another item, or refund the goods value. Report problems within 7 days of delivery.

Lost parcels

If tracking shows no movement for 15 days, we open a carrier claim. Where the carrier accepts liability, we pay up to the declared value. Insurance at 2% of declared value removes the cap.

What is never refundable

• Service fee after purchase has been made
• Freight after dispatch
• Customs duties and taxes paid at destination
• Storage charges already incurred

How refunds are paid

To the original payment method, within 5 working days of approval. Bank and card timelines depend on your provider. We send a credit note by email.

Chargebacks

Please contact us before opening a chargeback — most issues are resolved in a few messages, and a chargeback freezes the order while the bank investigates. We charge US$15 for handling a dispute we win.

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