Open the order and say what went wrong. Add a photograph or a line of detail — that is what the store needs to put it right.
Then you choose: your money back, or a replacement.
Before you touch anything
If it arrived damaged or wrong, photograph it with the packaging before unpacking any further. The packaging is usually the evidence — it shows whether it was wrapped well and whether it was crushed on the way. Once it is in the bin the case is harder for everyone, including you.
What happens next
The store has 48 hours to reply.
If it does not reply, or it says no and you disagree, ask Metzee to step in from the same screen. We read both sides and decide, and the store's payout for that order is held until it is settled.
That hold is the part that matters. You are not chasing somebody who already has the money.
What makes a case settle quickly
- Photographs of the item and the box
- What you expected and what you got, one sentence each
- Anything the seller showed on camera that is relevant
What does not help is a long account of how annoying it has been. It is read by somebody who is already on your side as far as the facts allow.
When you can raise one
Any time from paying until seven days after delivery. Before it ships, cancel the order instead.
An order can have one return or one dispute open at a time.
Questions people ask
How long do I have?
Seven days from delivery for a fault. Before dispatch, cancel instead.
What if the store ignores me?
After 48 hours you can escalate, and their payout stays held.
Do I have to accept a replacement?
No. The choice between money back and a replacement is yours.
Will the store know it was me?
Yes — they have to be able to answer it.
What if I disagree with Metzee's decision?
Say so. There is an escalation route.
More: how buyer protection works.