Will my orders be shipped together?

Sellers are usually located in different places, so even if you pay for a number of products at the same time, they’re still going to be shipped separately.

There are a few exceptions, though:

• If you purchased the goods from the same seller they may be put in a single package
• In case you ordered a number of products from various sellers within a short period of time, the parcels may be consolidated at our warehouse, i.e. wrapped in one big package and sent together

The more products you buy at once the higher the chances they are going to be consolidated (but it’s actually hard to predict that before they get shipped). If they are, those orders will be displayed in your purchasing history under the same tracking number.

One of the orders is missing from a consolidated parcel! What should I do?

If one of the orders that were supposed to arrive in a consolidated parcel is missing, make sure to get in touch with our support team.

How do I get in touch with them?

By email ([email protected]) or by clicking on the button at the bottom of this page. Make sure to:

• Describe the issue in detail
• Attach photos of the rest of the items you received and the package with the shipping labels on it

N.B. You have to contact us while the non-delivery warranty is still active. If you already received the package with the same tracking number as the missing item — don’t wait for a separate package or for the non-delivery warranty of the missing product, just get in touch with us right away.

Can my inquiry be declined?

It can if:

• The non-delivery warranty has already expired
• The proof you’ve provided is inconclusive

When do I get my money back?

Your money will return to your card/account within 7-14 days after a refund is issued.

How do I confirm receipt of an item?

To move an order from the Active section to Completed, you need to confirm its receipt and leave a review.

Here’s how it’s done:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Click on Yes on the Have you received this order? tab.
4. Post a review.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap Yes on the Have you received this order? tab.
5. Post a review.

What is a non-delivery warranty?

The non-delivery warranty is a two-week period of time within which you can report a purchased product as not received and have it refunded. The date the warranty starts may vary depending on what countries you and the seller are in.

Here’s how you can check the exact warranty dates for a specific item:

On the website:

• Go to the product page and check the Warranty section right under the product description
• Go to the order page

In the app:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap When will the package get delivered?
5. Check the Warranty section.

We will send push notifications and e-mails to inform you about the statuses of your package. Those will also keep you informed about the warranty dates, so please do not turn them off!

If you request a refund after the warranty expires, we will be forced to deny that.

My order hasn’t been delivered yet! What should I do?

Check the warranty start date first:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Click on Further Details next to it.
4. Check the Delivery section at the top of the page.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap When will the package get delivered?.
5. Check the Warranty section.

If it’s been past that date, don’t hesitate to file a refund request by selecting No on the Have you received your order? tab on the same page. You’ll be asked to enter the email address our reply will be sent to.

Can my request be declined?

Yes, in case:

• The warranty has expired. The warranty is active for 14 days since the abovementioned start date — make sure to contact us within that period
• Your parcel was marked as delivered by the shipping company

I’ve mistakenly marked my order as Delivered!

If you selected Yes on Have you received this order? tab the order will be marked as Delivered.

If you did it accidentally, not having received the product, that’s okay. The fact that you marked it as Delivered will not affect the shipping process. The only thing to be concerned about is that you won’t receive any non-delivery warranty reminders. In this case we advise you to keep track of that warranty yourself. We described the process in What is a non-delivery warranty?

When will my order be shipped?

If your order is in the Approved status, that means the seller is already preparing the purchased product for dispatch. As a rule, our merchants have 11 to 15 days to ship a package. In case they fail to do that, the order will be refunded automatically.

But if it’s been more than 15 days and none of this happened, make sure to let our support team know — they’ll sort it out on the spot.

How do I contact them?

By email ([email protected]) or by clicking on the button below.

Where’s my order now?

Here’s how you can check the current location of the purchased product:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Scroll down to the Tracking section (last one to the left).

On Android/iOS:

1. Go to My orders.
2. Select the order from the list.
3. Tap Package tracking.

The information you see there comes from postal services websites and usually updates with slight delays.