Buyer Protection
Dispute Resolution
We protect both buyers and sellers. Our clear dispute process ensures every issue is resolved fairly and efficiently.
Raise a Dispute
If there is an issue with your order, contact the seller through your order page within 7 days of delivery. Give a clear description and photos if relevant.
48-Hour Resolution Window
The seller has 48 hours to respond and resolve the issue directly. Most cases are resolved at this stage.
TrueCoutures Mediation
If no resolution is reached, escalate to TrueCoutures. Our team will review all evidence and make a binding determination within 5 working days.
Outcome Enforced
We will issue a full or partial refund as appropriate, or confirm the seller's position is correct. Our decisions are final.
Common Dispute Reasons
Item not as described
If the item materially differs from its listing description or photos, you are entitled to a full refund. Please provide photographic evidence when raising your dispute.
Item not received
If your tracking shows the parcel was not delivered and 5 working days have passed since the expected delivery date, contact us and we will launch a courier investigation and issue a refund within 10 days if the parcel cannot be located.
Authenticity concern
If you have reason to believe an item is not authentic despite our verification, contact us immediately. We will conduct a secondary authentication review at no cost to you. If confirmed inauthentic, you will receive a full refund and the seller will be suspended.
Damaged in transit
Photograph the damage before opening the parcel fully. Submit photos through your order page. We will arrange collection, a replacement if available, or a full refund.
Have an issue with an order?
Contact our support team — we aim to resolve every dispute within 5 working days.