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.

I am a seller: what happens if the buyer opens a case?

Updated October 24, 2026

You have 3 days to answer the case. You pay the return label, and while the case is open the payment of that line is held.

First

The buyer and you try to agree for 7 days. After that, the case can go to Colectin's mediation.

Answer with Respond to case and, if you want, propose a solution. You can add up to 6 photos per upload and up to 18 per party in each case, of 10 MB each.

The return

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

When the piece comes back, confirm you have received it within 3 days of arrival; on returns with a label it is confirmed automatically. A piece returned in a dispute also gets the outbound Colectin shipping back; the Colectin fee is not refunded.

While the case is open

An open case blocks the release of that line's payment. If the return is rejected or cancelled, the payment goes back to its release schedule.

If the buyer says the carrier caused it

Only on a parcel shipped with Colectin Shipping can the buyer report that the carrier caused the problem. With that report, an admin can have Colectin pay the return; never on a withdrawal.

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?

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support@colectin.com