When something goes wrong

Once a parcel's estimated delivery date has passed, you can report it as not received — within 72 hours of that estimated date. Don't report before the date: the claim can't be filed while the courier still expects to deliver. Parcels are insured against loss in transit, and a validated claim refunds the goods and the outbound shipping you paid for that parcel. If tracking shows the parcel delivered, this route closes and the damaged/not-as-described route is the right one instead.

Report it within 72 hours of delivery, with photos — of the item and the packaging. Photos are what the claim is reviewed against, so show the damage or the difference from the listing clearly. A validated claim refunds the goods; you'll return the item, and with Checkout Plus Advantage your shipping costs are covered too.

An order spanning several sellers is several parcels, and a claim is about one seller's parcel. The Get help flow keeps this straight for you — just pick the affected items.

We review the claim against the order, the tracking history and your evidence. A refund goes back to your original payment method, in New Zealand dollars, and usually shows within 5–10 business days depending on your bank. You can watch the claim's progress on the same purchase card where you filed it.

Change of mind. Refunds exist for items that never arrive or arrive damaged or not as described — that boundary is what keeps selling viable for the individuals you're buying from. If a piece just isn't you, relist it: that's rather the point of preloved.