If you’re due a refund after your order is cancelled, we’ll let you know once it has been issued. In some cases, we may need to confirm that certain steps have been completed before we can issue the refund, such as the object being returned to the seller.

When will I receive my refund?

Refunds usually arrive within 5 business days, but in some cases they can take up to 10 business days. In rare cases, a refund may take longer than 10 business days.

Once we’ve issued the refund, your bank or payment provider may need some time to process it before the amount appears in your account.

Where will my refund go?

Your refund is normally sent back to the original payment method you used for the order.

For example, if you paid by card, the refund will be sent back to that card.

For payments older than 180 days, we may need to refund you by bank transfer instead. If so, we’ll contact you to request your IBAN.

How much will I be refunded?

The amount you receive depends on the reason for the refund. Refunds can consist of multiple elements. 

Depending on your specific situation, your refund may not include the Buyer Protection fee or shipping costs. Whether shipping costs or Buyer Protection fee are included in the refund will depend on the reason for cancellation, e.g. if you cancelled using the right of withdrawal, shipping costs will not be refunded. 

Why did I receive only part of the amount?

You may receive a partial refund if you and the seller agreed on a price adjustment for your order. With a partial refund, you keep the object and receive part of the amount you paid back.

Check the refund confirmation we sent you to see the amount that was refunded. You can also check your conversation with the seller in the message centre to review what was agreed.