What do I do if my order does not arrive?

Press I have an issue on the order. If the order is shipped and does not arrive, you can tell us at any time within 60 days of payment; with own-carrier shipping, from 7 days after payment. Once delivered, you have up to 3 days to tell us. Read how to open a case.

Do I have the right to withdraw from a purchase?

You have 14 days from receiving the piece, but only if you are a consumer and buy from a professional seller; between private people it does not exist. You start it from the order, with Withdraw from the purchase. Read withdrawing within 14 days.

Who pays the return label?

In a withdrawal, the return label is always the buyer's. In a case about a problem with the order, the buyer never pays the label: the seller pays it, unless Colectin decides to pay it because the problem was caused by its carrier. Read withdrawing within 14 days.

Is the Colectin fee refunded if I return the piece?

No. The Colectin fee is not refunded in a withdrawal or in a return from a case, because the service is fully provided once the parcel is delivered. The item price and standard shipping are refunded; in a withdrawal, minus the cost of the return. Read withdrawing within 14 days.

How is a case resolved?

First, buyer and seller try to agree directly for 7 days; then the case goes to admin mediation. The seller has 3 days to respond. Read how to open a case.

What happens if I open a dispute with my bank?

Updated October 24, 2026

A dispute opened with your bank, a chargeback, leaves a pending balance on your account. While it exists, that balance blocks buying, selling and withdrawing.

What you see

In the wallet you see that you have a pending balance. You have to Settle now to unlock the account.

What is blocked

While the pending balance is not settled you cannot buy, sell or withdraw money to your bank, even if you have available balance from other sales.

If you are the seller

If a buyer opens a dispute with their bank about your sale, that line's payment is held and the line says so. While it lasts, no payout of that line is promised.

How it closes

The pending balance is settled from the wallet, and once settled the account allows buying, selling and withdrawing again.

FAQs on this topic

What do I do if my order does not arrive?: Press I have an issue on the order. If the order is shipped and does not arrive, you can tell us at any time within 60 days of payment; with own-carrier shipping, from 7 days after payment. Once delivered, you have up to 3 days to tell us. Read how to open a case.
Do I have the right to withdraw from a purchase?: You have 14 days from receiving the piece, but only if you are a consumer and buy from a professional seller; between private people it does not exist. You start it from the order, with Withdraw from the purchase. Read withdrawing within 14 days.
Who pays the return label?: In a withdrawal, the return label is always the buyer's. In a case about a problem with the order, the buyer never pays the label: the seller pays it, unless Colectin decides to pay it because the problem was caused by its carrier. Read withdrawing within 14 days.
Is the Colectin fee refunded if I return the piece?: No. The Colectin fee is not refunded in a withdrawal or in a return from a case, because the service is fully provided once the parcel is delivered. The item price and standard shipping are refunded; in a withdrawal, minus the cost of the return. Read withdrawing within 14 days.
How is a case resolved?: First, buyer and seller try to agree directly for 7 days; then the case goes to admin mediation. The seller has 3 days to respond. Read how to open a case.

Need more help?

Write to us from the support chat or by email.

Go to support

support@colectin.com