It never arrived
The seller did not dispatch the item, or the parcel did not reach you.
Planned covered casePLANNED PROTECTION SCOPE
When it isn’t what you agreed on.
These are the main areas of the planned buyer protection service. Final eligibility and procedures will be set out in the approved terms.
Significantly different
The received item materially differs from the agreed description.
Planned covered caseA damaged item
You discover damage on receipt and can document it.
Planned covered caseSuspected counterfeit
There is a substantiated concern about the item’s authenticity.
Planned covered caseWhat if you simply change your mind?
This alone is not included in the planned protection. Withdrawal rights and other buyer rights are separate matters.
IF SOMETHING IS WRONG
Tell us in time. Show what happened.
Keep the listing and correspondence. Photograph the item and its packaging. In the planned process, a complaint made within the deadline pauses payout while it is reviewed.
Explore the processGOOD TO KNOW