If the item you received differs from the seller’s description, you can report the issue 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 Orders → Report an Issue
Click on the item → Scroll down and click on 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 findings and your original shipping method, we’ll offer the following options:
Ordered with Direct Shipping
Item does not match the seller’s description: We will cancel your order and refund you 72 hours after the seller receives the item if they don't report any issues within this timeframe. The refund will be processed via your 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.
* Please note that for cross-border orders (UK-Europe / Europe-UK), your item will be returned to our hub where our experts will conduct a thorough inspection to verify if it matches the seller's original description.
Ordered with Authenticated Shipping
Our customer service team will arrange a second physical inspection of your item at our facilities. The team will provide you with a prepaid shipping label so that you can ship it to us free of charge.
Important: If we provide you with a shipping label, you must ship the item within 7 days.
After completing our thorough verification process, one of these two scenarios will apply:
- Item does not match the listing: Once our experts have manually inspected the item and found that it doesn't adhere to our catalogue rules (typically within 4 days), 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 listing (including item condition, pictures, colour, size, and adherence to our catalogue rules) and our accepted tolerances: The item will be relisted for sale on your account without selling fees. Note: New listings may be modified by our experts to better reflect the condition. We’ll safely store the item until it's ready to be shipped to a new buyer, and you'll receive all proceeds from the future sale (minus our usual processing fee).
If you prefer to have your item returned before it resells, please contact us within 24 hours. We’ll ship it to your account's primary shipping address and cover the shipping fees, but you’ll be responsible for any applicable duties and taxes.
Please note that the item will be considered compliant if any defects are either visible in the provided photos or clearly mentioned in the description.
For watches, keep in mind that 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.