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.

Withdrawing from a purchase within 14 days

Updated October 24, 2026

When this right exists

You have 14 days from physically receiving the item when you buy as a consumer from a professional seller, that is, from a Business account. Between private people it does not exist, and a business buyer does not have it either.

How to ask for it

On the order page, in the Withdraw from the purchase card, press Withdraw from the purchase. The sheet takes an optional reason. Send the request with Send withdrawal request, and the card shows the last date.

Timings

Colectin reviews the request, with a target of 2 business days. You have to send the piece back within 14 days of your request. With your own carrier the window starts with the buyer's confirmation or, without it, 7 days after dispatch.

While the return is live you cannot confirm the order.

Who pays for the return

The cost of the return is always yours.

With Colectin Shipping, the label's cost (its price plus your country's VAT) is deducted from your refund, at most up to the amount of the refund. If you return several pieces of the same lot, you pay at most the dearest label for that parcel.

With your own carrier, if the seller gives you the label or pays the postage, they can deduct it from your refund, with a receipt and at most up to the outbound shipping you paid, provided they tell you before you send the piece. On a meetup handover there is nothing to pay and no label.

What you get back

The refund covers the item price and the outbound shipping. The Colectin fee is not refunded on a withdrawal, because the service was already provided.

The seller has 48 hours from the piece arriving to claim diminished value, with up to 6 photos. After those 48 hours with no claim, the refund is paid automatically. A deduction for diminished value never exceeds the item price.

The label

A Colectin return label expires 14 days after it is generated, and you can regenerate it up to 2 times; after that, an admin.

If it is not accepted

Colectin can only refuse it for being out of time, because the seller is not professional, because the buyer is not a consumer, because the item is exempt or for another reason. See the exceptions in Right of withdrawal.