Returns and disputes
Problems with an order, cases and withdrawals.
- Withdrawing from a purchase within 14 days
When the right exists, how to ask for it and who pays for the return.
- How to open a case about a problem
Timings, the button to report it, the evidence and what happens with the return.
- What do I do if my order does not arrive?
Open a case with I have an issue: before delivery, or up to 3 days after it, and always within 60 days of payment.
- What do I do if the piece is not as described?
Open a case within 3 days of delivery, pick the reason and add photos. The seller pays for the return.
- I am a seller: what happens if the buyer opens a case?
You have 3 days to answer. You pay the return label and the case blocks the release of the payment.
- Where and when do I get my refund?
It goes back where it came from: the card part to the card and the wallet part to the wallet. The card can take 5 to 10 business days.
- What happens if I open a dispute with my bank?
You will see a pending balance that you have to settle to unlock buying, selling and withdrawing.
Frequently asked questions
- 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.
- Where do I get my refund?
A refund goes back to where the money came from: the part paid by card goes to the card, and the part paid with the wallet goes to the wallet. A card refund can take 5 to 10 business days. Read how to open a case.
- Can I open a case after the payment is released?
No. Once the payment has been released to the seller, a case cannot be opened. If something goes wrong, tell us before with I have an issue. Read how to open a case.
Need more help?
Write to us from the support chat or by email.