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 my order does not arrive?

Q: 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.

Updated October 24, 2026

Open a case with I have an issue. You can do it before delivery, or up to 3 days after receiving the order, and always within 60 days of payment.

When you can report it

Before delivery you can report it on an order already shipped, on a paid meetup handover or, with your own carrier, from 7 days after payment.

After delivery you have 3 days. 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.

With your own carrier

From 7 days after payment you can open a case for an order that did not arrive. The case can pay the full amount, part of it or nothing, depending on the evidence.

If the carrier does not mark delivery

On a Colectin Shipping order you can confirm receipt even if the carrier has not marked it, 10 calendar days after dispatch.

What you need

Say what happened and add photos: up to 6 per upload and up to 18 per party in each case, of 10 MB each. The seller has 3 days to answer; first you try to agree for 7 days and after that the case can go to Colectin's mediation.

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