Order Hasn’t Arrived

Keep in mind that sellers have seven days to send (postmark) a shipment after a purchase is paid.

Once the order has been sent, we ask buyers to keep in mind that shipping across country borders can take longer than expected. If you feel your shipment has been in transit for too long, please check our Shipping Costs calculator, which provides, as part of its calculation, an average delivery time between two countries.

If you have any questions or concerns after following the above steps, politely message the seller with your questions for a quick and simple solution.

There are several options buyers and seller have if a shipment isn't picked up or is returned to sender for any reason. First, and best, the seller can send the item again without the buyer needing to make a new purchase. If the shipment is already marked lost, the buyer can still confirm arrival as normal when the newly sent shipment arrives.

Alternatively, cancelling the order is an option if both parties agree. In this case, the seller should refund the agreed upon sum and let the buyer confirm arrival. This is not against the rules and is another way to handle the situation if sending the order again isn't in both party's best interest.

If your shipment hasn’t arrived 30 days after it was sent, you can mark the shipment as lost. At this point the seller has the option to refund your order.