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 do I do if the piece is not as described?

Updated October 24, 2026

Open a case with I have an issue within 3 days of delivery. The guarantee covers the item not arriving or arriving significantly different from the description, for example turning out not to be authentic.

How to open it

On the order you see the last date you can report it. Pick the matching reason, such as Item not as described, Item damaged or Item appears counterfeit, and submit the report with Submit report.

You can add up to 6 photos per upload and up to 18 per party in each case, of 10 MB each.

How it is resolved

The seller has 3 days to answer. First you try to agree for 7 days; after that, the case can go to Colectin's mediation.

To ask Colectin to review it, use Request review. The seller answers with Respond to case.

The return

In a case, the seller pays the return label, never the buyer, and neither party can choose to have Colectin pay it.

If you return the piece, you also get the outbound Colectin shipping back. The Colectin fee is not refunded.

Before delivery

A case opened before delivery does not allow a partial refund: only a full refund, or closing the case without a refund, and then the order carries on.

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