Returns & Refunds

1. Return window

Requests must be raised within 7 days of the order being marked delivered. We accept returns for both defective and non-defective products, including buyer's remorse.

After 7 days an order is considered settled and funds are released to the seller. If something is seriously wrong after that point, contact support anyway — we will look at it, but we cannot promise a refund once the money has left the platform.

2. Condition of returned items

Items must come back in the condition you received them. Keep tags and original packaging where you can. Trying something on is fine — but items that have been worn out, washed or altered may only qualify for a partial refund. Pre-loved and thrift items are returnable on the same 7-day terms, judged against the condition described in the listing rather than against "as new".

For hygiene reasons, underwear, swimwear and pierced jewellery can only be returned if they are faulty or were not as described.

3. How to start a return

1. Open the order in your orders and raise a return request, or contact support.
2. Our team reviews the request with you and the seller, normally within 2 business days.
3. If approved, we send you the return address and, where relevant, a drop-off point.
4. Send the item back, then share the dispatch details so we can track it.

Returns are by mail or drop-off. We do not operate physical stores, so in-store returns are not available.

4. Who pays return shipping

• The seller pays when the item is faulty, damaged, counterfeit, or materially different from its listing.
• The buyer pays when the item is as described and you have simply changed your mind, or ordered the wrong size.

Where the buyer pays, the original delivery charge is not refunded. Where the seller is at fault, you are refunded in full including delivery.

5. Refunds

Once the seller confirms receipt of the returned item, your refund is processed within 5 business days to the payment method you originally used. Bank settlement times vary and are outside our control.

We may issue a partial refund where an item comes back used, damaged by the buyer, or missing parts.

6. Exchanges

We do not offer exchanges. If you need a different size, colour or item, return the original for a refund and place a new order — that way your money stays protected by escrow throughout.

7. Pay on Delivery

Where a seller offers Pay on Delivery, you may inspect the item before paying the rider. If it is not what you ordered, refuse the delivery — you pay nothing and there is no return to arrange.

8. Disagreements

If you and the seller cannot agree, open a dispute from the order and our support team will rule on it. Outcomes are a full refund, a partial refund, or release of payment to the seller. Please use this route before raising a chargeback with your bank.