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 and when do I get my refund?

Updated October 24, 2026

The refund goes back where it came from: the part you paid by card goes to the card and the wallet part goes to the wallet.

How long it takes

A card refund can take 5 to 10 business days. The amount you paid with the wallet goes back to the wallet.

A promotional value is not paid back as money.

What it includes

On a withdrawal, the refund covers the item price and the outbound shipping, minus the cost of the return label when it is a Colectin one; the Colectin fee is not refunded because the service was already provided.

In a dispute, the refund covers the item price and the outbound shipping, the seller pays the return label and the Colectin fee is not refunded either.

The seller's inspection

On a withdrawal, when the piece comes back, the seller has 48 hours from arrival to claim diminished value, with up to 6 photos. After those 48 hours with no claim, the refund is paid automatically, and a deduction for diminished value never exceeds the item price.

On a meetup return there is no inspection window.

The piece coming back

The seller confirms the piece is back within 3 days of arrival; on returns with a label it is confirmed automatically.

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