Got an issue with your order?
We’d love every transaction to be simple and trouble-free – but unfortunately that’s not always the case.
The 24-hour approval window
After an item has been picked-up or delivered, buyers have 24 hours to report a problem if the item wasn’t as expected.
As a buyer, you’ll be notified (by both email and a message in your Trunk inbox) that your item should have been received.
Once we send that message, you’ve got 24 hours to let us know if there were any problems with the order. Follow the link in your confirmation email or inbox message and let us know whether you got the item, and whether it matched its description.
Problems?
If there’s a problem, add as much detail as you can, including photos if appropriate – the more information we have, the better.
Once submitted, our support team will review your case and take it from there.
24 hours with no contact?
If we don’t hear from you within 24 hours of sending confirmation of the item’s delivery or pick-up, the sale is treated as final and your payment is delivered to the seller.
If the item wasn’t as described
If you let us know within the 24-hour window that the item didn’t match its description, and we can confirm it, the seller will be given the option to have the item returned at their own cost – in which case we’ll create a shipping label for you to return the item.
Once the item is sent back to the seller (or if the seller doesn’t want the item returned), we’ll refund the cost of the item to the buyer. The original shipping cost won’t be refunded.
The seller will also be charged $2.50 to cover bank transfers and admin costs.
If the item didn’t arrive
If you let us know within the 24-hour window that your order didn’t arrive, we’ll work with you and the shipping company to work out what happened, and if appropriate we’ll approve a refund for the cost of the item and shipping.
If a refund is issued, the seller could be charged $2.50 to cover bank transfers and admin costs.
Need to get in touch?
We’re here if you need us: