1. Confirming an order

A confirmation identifies the order and the items purchased. If you cannot find the message, check your spam folder and the email address used for the purchase. A bank authorization alone does not confirm that the order has been created.

Before attempting the purchase again, check if an order number exists and whether the payment is pending or completed. This helps avoid duplicate orders.

2. Pending or declined payments

A pending authorization may reserve funds without constituting a final charge. The timing of the actual charge and the release of a hold depends on the payment method and the issuer.

If a payment is declined, verify the details entered, your balance or limit, and any authentication required by your bank. Do not send your full card number to the support team.

3. Changing or canceling an order

Provide the order number and the requested change as soon as you notice an error. The ability to change items or the delivery address depends on the order's preparation and shipping status; submitting a change request does not guarantee it will be carried out.

Once the order has been handed over to the carrier, changing the address may no longer be possible. Keep a written record of the agreed-upon solution.

4. Deliveries and missing items

The estimated delivery date is based on information associated with the purchase or tracking details, if available. A shipping label may have been created even if the carrier has not yet picked up the package.

If items are missing, compare the products received against the order and check if there are multiple packages or shipments. Keep the packaging and describe exactly what is missing.

5. Preparing a support request

• Order number and email address used for the purchase.
• Product or listing the question refers to.
• Description of the issue, dates, and any attempted solutions.
• Available photos or documents, excluding unnecessary sensitive data. ## 6. Communication security

Be wary of unexpected payment requests and messages demanding urgency. Verify the sender's full address and the call's destination before opening the message. A familiar name or logo does not prove authenticity.

If you have shared login credentials, change your password via the official website. If banking details or a suspicious charge are involved, contact your bank as well.

1. Finding tracking information

Look for the tracking number and carrier name in the shipping notification or on the order status page, if available. If there are multiple shipments, each may have a different tracking number and estimated delivery date.

Use the full tracking number on the carrier's official website. A store order reference number does not always match the carrier's tracking number.

2. Tracking with no updates

A tracking number may exist before the package is physically scanned for the first time. There may also be periods without new records while the package moves between distribution centers; this does not necessarily mean the package is lost.

If the estimated delivery date has passed or an issue is flagged, gather the tracking number, the latest update, and the confirmed address to request an investigation. There is no standard update timeframe that applies to all carriers.

3. Failed delivery attempt

Check the recorded reason for the failure and see if the package was sent to a pickup point. Confirm the pickup options and timeframe listed on the delivery notice directly with the carrier.

Changing the delivery address after shipment depends on the carrier's services and requires confirmation; do not assume the change has been made simply because you requested it.

4. Marked as delivered but not received

Verify the address, the number of packages indicated, and whether an authorized person received the shipment. Check with the building's reception or the designated delivery location, if applicable.

If you still cannot locate the package, report the discrepancy and request a check of the proof of delivery. Include the date and time shown in the tracking information.

5. Damaged package

Take photos of the exterior, the shipping label, and any affected items, if possible. Keep the packaging and describe the damage when reporting the issue. If there is a safety risk, stop using the product.

1. Withdrawal and product issues

Withdrawing from a purchase and making a claim regarding a defect are different situations. When notifying the seller of the request, specify which applies, the date of receipt, and the items involved.

For distance purchases made from a professional seller, there is generally a 30-day window after receipt to notify the seller of a withdrawal, subject to legal exceptions. Rights regarding defective products are distinct and are not limited to this timeframe.

2. Notifying the return

Identify the order and clearly state your intention to return the item. In the case of a statutory withdrawal, you do not need to justify your decision. Keep a copy of the communication and a record of the date.

Confirm the address and shipping instructions to ensure the item reaches the correct recipient. This logistical confirmation neither replaces nor restricts the exercise of your legal rights.

3. Preparing the item

• Protect the product to prevent damage during transport.
• Include any accessories and components that are part of the return.
• Use the original packaging if available and suitable for protection.
• Remove personal data from devices whenever possible, and keep proof of shipment.

Necessary verification of the item's characteristics and functionality does not automatically constitute improper use. Any potential decrease in value depends on the circumstances and applicable rules.

4. Costs and refund amount

Costs depend on the reason for the return and the information provided at the time of purchase. A withdrawal should not be treated the same way as a return of a defective product. Ask for a breakdown of any quoted amounts.

In the case of a statutory withdrawal, the refund must generally be issued within 30 days of notification. It may be withheld until the goods are received or proof of shipment is provided—whichever occurs first—unless the professional seller offers to collect the goods. ## 5. Refund issued but not yet visible

Issuing a refund and having it appear on your statement are separate steps. Verify the payment method, date, amount, and transaction reference. If necessary, provide this reference to your bank or payment provider to locate the transaction.

There is no single standard timeframe for all payment methods. If your card has been replaced or your account closed, check with the issuer regarding how the credit will be handled.

1. Distinguishing between a dispute and a report

A dispute refers to a specific disagreement regarding a purchase, such as non-receipt, an incorrect item, a defect, or the refund amount. A report flags a potential issue with a listing, seller, or behavior, even if no purchase was made.

2. Order issues

Specify what was purchased, what happened, and the nature of the issue. Include the order number, relevant dates, and any prior communications. If a support request already exists, include the reference number to link the information.

3. Listings and sellers

To report a misleading listing, a potentially unsafe product, or suspicious seller identity, provide the listing URL, the displayed name, and a specific description of the problem. Dated screenshots help identify changes.

Avoid using a product that poses a safety risk and keep details needed to identify it, such as the model, label, or batch number.

4. Useful evidence

• Photos of the product, packaging, or label, if available.
• Proof of purchase and tracking information relevant to the case.
• Messages exchanged and a timeline of events.
• Video, if available and helpful for understanding the issue.

The absence of an unboxing video does not, in itself, prevent you from filing a claim. Do not include unnecessary personal data of third parties.

5. Review and response

A review may require comparing the product description, shipping records, and submitted documents. If information is missing, quote the case reference number when submitting additional details.

The resolution depends on the facts and applicable rights. Request a written explanation of the conclusion, the amounts involved, and the next steps. If you disagree, specifically identify the points of contention and provide evidence to support a review. ## 6. Suspicious messages and payment requests

Do not make payments based on unexpected instructions received in messages. Verify the source through a known channel and keep the message. In the event of unauthorized card use, contact your bank to protect your payment method.

1. Information needed

For a question about a purchase, provide the order number, product, and relevant dates. Describe what happened and what information you need. To report a listing, include the link and the facts you observed.

2. Documents and privacy

This form accepts text messages. If images or documents are needed, mention what you have available so their submission can be arranged in the reply.

Do not include passwords, authentication codes, or full card numbers. The email address provided will be used to reply to your message.

3. After submitting

The on-screen confirmation indicates that the form was received. Check the inbox and spam folder of the email address provided. When replying to an existing communication, include the order or case reference to help identify it.