Please noteThis guide is general. Policies differ between stores, so always check the seller's own official website or app for its rules.
When an order goes wrong
1
Find the order record
Check your account order history or confirmation email.
2
Document the problem
Take clear photos of damaged or incorrect items and packaging.
3
Read the return policy
Check the return window and conditions on the store's official site.
4
Contact the store officially
Use the contact details on the store's own website or app.
Common situations
Late delivery
Check tracking, compare with the estimate, then contact the seller.
Damaged item
Photograph it and keep packaging until resolved.
Wrong item
Compare the contents with your order confirmation.
Unrecognized charge
Search your email for receipts, then ask your bank using the number on your card.
Questions
Can you get me a refund?
No. Only the seller can approve refunds. We help you prepare and understand your options.
How long do refunds take?
It depends on the seller and your payment provider. The store's policy page usually states it.