If the item you received differs from the seller’s description, you can report the item to us and we’ll start an investigation.
For private sellers, you can report the item within 72 hours of delivery. For professional sellers, you have 14 days to report. (If the seller is professional, 'Professional' will appear next to the seller’s name on the item page.)
To report an item:
On the app :
Select Me → Orders → your order
Click on the item → Scroll down and click on Report an Issue
Describe the issue and upload supporting photos
On the website :
Select See my account → Orders & Sales → Report an Issue
Describe the issue and upload supporting photos
Our team will review your report and reach out within 24 hours. Depending on our investigation and your original shipping method, we’ll offer the following options:
Ordered with Direct Shipping
Item does not match the seller’s description: your order will be cancelled and you’ll receive a full refund via the original payment method within 7 days, or 24 hours for PayPal. The seller will face penalties such as status demotion or badge cancellation.
Item correctly matches the seller’s description: you can relist the item for sale on your account without selling fees within 72 hours of delivery. Learn more about relisting 🔍 here.
Ordered with Authenticated Shipping
Item does not match the seller’s description: after our experts have manually inspected the item and declared it non-compliant, your order will be cancelled and you’ll receive a full refund via the original payment method within 7 days, or 24 hours for PayPal. The seller will face penalties such as status demotion or badge cancellation.
Item correctly matches the seller’s description (including item condition, colour, size, and adherence to our catalogue rules): the item will be relisted for sale on your account without selling fees. We’ll safely store the item ready to be shipped to the buyer, and you'll receive all proceeds from the sale, minus our usual selling fee.
If you prefer to have your item returned before it resells, we’ll ship it back to you on request. We’ll cover the shipping fees but you’ll be responsible for any applicable duties and taxes.
For watches, please note the authentication process may have affected waterproofing. As a precaution, any watch relisted will be stored at Vestiaire Collective and shipped to its next buyer by our team.