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.

How to open a case about a problem

Updated October 24, 2026

When you can report it

You can report a problem up to 3 days after delivery, on every order, including those from professional sellers. The button is I have an issue, and on the order you see the last date you can report it.

Before delivery you can also report it: on an order already shipped, on a paid meetup handover or, with your own carrier, from 7 days after payment. You cannot open a case after the payment is released to the seller, more than 60 days after payment, or if the piece has a live return.

How it works

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.

Evidence and reason

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

Pick the reason (Item not as described, Item damaged, Item never arrived, Item appears counterfeit or Other) and submit the report with Submit report.

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.

Return and label

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

Only on a parcel shipped with Colectin Shipping can either party say, when asking for a review, that the carrier caused the problem. With that report, an admin can have Colectin pay the return, never on a withdrawal. The notice alone moves no money. If the carrier lost or damaged the parcel, Colectin claims from SendCloud and the carrier and, depending on the outcome, may compensate the seller.

What happens with the money

A refund 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.

If you return the piece in a dispute, you also get the outbound Colectin shipping back; the Colectin fee is not refunded. The seller confirms the piece is back within 3 days of arrival, or it is confirmed automatically.