Get help with an item that is different from what you ordered or fake.

My item arrived – but it’s different from what I ordered.

If an item you bought has arrived but doesn't match the description at the time of purchase and your payment is eligible,  we have your back. The first thing would always be to contact the seller by looking at the contact information in the transaction details and trying to work things out. Otherwise, you can open a dispute for an item significantly different from what was described.

For example:

1. You received a completely different item. Example: You purchased a tennis racket but received a tennis bag.
2. The item's condition was misrepresented. Example: The listing said "new," but the item was clearly used.
3. The item is missing parts or features, and this was not disclosed. Example: You bought a lamp that showed up with no bulb.
4. You purchased a specific quantity of an item but received the wrong amount. Example: You bought two smartphones but received only one.
5. The item was damaged en route to its destination. Example: Your mirror was broken in transit.
6. You received a fake or counterfeit version of the item. Example: For instance, you bought a designer leather jacket, but it was actually a replica made of synthetic material.

We do not cover buyer's remorse instances; ensuring you genuinely desire an item before finalizing the transaction is essential.

Make sure you file your dispute within the correct dispute-filing timeframe. You and the seller will have 20 days to work things out. After that, a dispute will automatically close if neither party takes further action. A closed dispute cannot be reopened.

If the case is decided in your favor, you must return the item to the seller within 10 days and let us know the tracking number and shipping company.  Please follow our specific instructions when sending the item(s) back.

Check the email we sent or your Resolution Center to see what you need to do.   

You’ll have to cover the return shipping costs.  When we confirm the item is returned, we’ll refund you. Refunds to bank accounts can take up to 5 days, while refunds to credit or debit cards can take up to 30 days.