Most orders on the platform are completed without issue.
If something does go wrong, this section explains what to do and how problems are handled.

Order problems explained

An order problem may include:

• An item not arriving

• An item arriving damaged

• An order not matching the listing description

• A digital file not working as expected

In most cases, issues can be resolved directly with the seller.

What to do first

Before opening a dispute, we recommend:

1. Checking your order confirmation and delivery details

2. Reviewing the seller’s shop policies

3. Contacting the seller through the platform

Many issues are resolved quickly at this stage.

Non-delivery issues

If your order has not arrived:

• Check the estimated delivery timeframe on the listing

• Look for tracking updates, if provided

• Allow additional time for delays caused by couriers, customs, or public holidays

If the order is significantly overdue, contact the seller for an update.

Damaged items

If your order arrives damaged:

• Take clear photos of the item and packaging

• Contact the seller as soon as possible

• Do not dispose of the item until the issue is resolved

Sellers may offer a replacement, partial refund, or full refund depending on the situation.

Items not as described

If an item differs significantly from the listing:

• Review the original product description and images

• Contact the seller with details of the issue

Minor variations, especially for handmade items, may occur and are not always considered faults.

Digital product issues

For digital products:

• Ensure the file was downloaded correctly

• Check compatibility with your device or software

• Review any instructions provided by the seller

If a file does not work as described, contact the seller for support or correction.

Reporting a listing

You can report a listing if you believe it:

• Violates marketplace rules

• Infringes intellectual property

• Is misleading or prohibited

Reports are reviewed by the platform, and appropriate action may be taken.

Reporting a seller or buyer

You may report a seller or buyer for:

• Abusive or inappropriate behaviour

• Repeated policy violations

• Suspected fraud

Reports help keep the marketplace safe for everyone.

Chargebacks explained

A chargeback occurs when a buyer asks their bank or payment provider to reverse a transaction.

• Chargebacks should only be used as a last resort

• Initiating a chargeback may pause dispute resolution on the platform

• Repeated or unjustified chargebacks may result in account restrictions

Where possible, resolving issues through the platform is faster and more effective.

When the platform steps in

If a problem cannot be resolved between buyer and seller, the platform may step in to:

• Review order details and communication

• Request evidence from both parties

• Make a fair decision based on available information

Platform decisions are made to protect the integrity of the marketplace.

Resolution outcomes

Possible outcomes include:

• Refunds

• Replacements

• Partial refunds

• Order cancellation

Not all disputes result in a refund. Decisions depend on the facts of each case.

Need further help?

If you’re unable to resolve an issue:

• Visit the Contact & Support section

• Submit a support request with your order number and any relevant evidence

Providing clear information helps resolve issues more quickly.