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How do I make a return or complaint?
How do I make a return or complaint?

You can request to return or complaint of an item in your Sellpy profile under "My orders".

Updated over 3 months ago

Sellpy offers you to return something from your purchase within 30 days of receiving your order, as well as making a complaint. Sellpy offers you a 3-year right of complaint in accordance with the Consumer Purchase Act. Items must be in the same condition as when you bought them and still have their tags. After processing your return/complaint, we will refund the value of the item.

How do I return an item from my order?

If you have changed your mind and no longer want the item you bought, you can make a return. You register your return through your Sellpy profile by following the steps below:

  1. To register a return, go to the order overview on your Sellpy profile

  2. Click on the order and the item you want to return

  3. Press "Return/Claim" next to the item you want to return.

  4. Provide a reason for the return and press “Submit”.

How do I send a return back to Sellpy?

Once you have registered your return, you can see the shipping options for returning the item. You can send back your returns with Sellpy's return slip, which costs 5.99 EUR. The cost is deducted from your refund once we have received your returns. You can find the return slip in the order in your Sellpy profile after you have registered the returns.

You can also choose to send your return with your own shipping method with Postnord. This is only possible for smaller packages. Please note that we are not able to pick up packages from agents and that it is your responsibility to have the package delivered to Sellpy's warehouse. See which address to use in your return view. It may differ depending on how big and heavy your package is.

Please note that the Sellpy tag or ID label of the item must still be attached when you return the item.

How do I register a claim?

If you have received an item that does not match the description or is defective - for example if it’s fault marked or broken - you can make a complaint. Follow the steps below to register a complaint:

  1. To register a claim, go to the order overview on your Sellpy profile

  2. Click on the order and the item you want to claim

  3. Press "Return/Claim" next to the item you want to return.

  4. Write a descriptive comment describing your complaint

  5. Add one or more photos of the defect

  6. Click on "Submit claim"

Sellpy will review your complaint. You will be updated within 2 working days by e-mail when the complaint has been reviewed.

What should I consider when registering a complaint?

Sellpy offers you a 3-year right of complaint in accordance with the Consumer Purchase Act. It applies to extensive defects found during normal use of the item. The right of complaint does not cover errors, damage and wear and tear that have directly or indirectly occurred due to negligence, incorrect use, lack of maintenance, violence or unauthorized intervention.

If you discover errors/deficiencies in an item, it is important that you inform us as soon as possible after you discover the error/deficiency that you want to complain about the item.

How do I send a complaint back to Sellpy?

In the event of an approved complaint, Sellpy provides you with a pre-paid return label to returned the item to us. Please do not return your claimed item to us until we have reviewed your complaint

Can I send back several returns or complaints in the same package?

It is fine to send back several returns and complaints from the same order in one package. You then only need to use 1 return label that you put on the outside of the box.

Returns or complaints from different orders are sent back by order in separate packages. You download one return slip per order in your order view.

How long does it take before I get a refund for my return/complaint?

We refund returns and complaints that are sent back to us no later than within 14 days of receiving the package in our warehouse, but it usually goes faster than that. When we have handled your return/complaint and reimbursed you, you will receive an email with a confirmation.

It can take about 5 banking days for the refund to reach you. If you have not received your refund within 30 days of us receiving your package, you need to contact customer service via email, chat or phone.

How am I refunded?

You are refunded to the same payment method that you used when purchasing the order. In case you paid with Sellpy Credits, then you are in first hand refunded to your chosen payment method and any excess amount is refunded in Sellpy Credits

What do I do if my order is missing or damaged?

If you have not received all or part of your order, as well as if your order has been damaged during transport - please read this article for help: What do I do if my order is damaged or missing?

Return information by country

Country

DHL return shipping partner

Instructions

Fee per return

Belgium

bpost

FR: Veuillez apporter le retour au point poste, bureau de poste, distributeur de colis ou point bpost.
NL: Alsjeblieft, breng het dan naar het dichtstbijzijnde postpunt, postkantoor of pakjesautomaat.

5.99 EUR

Bulgaria

Rapido/Speedy

можете да посетите всеки един от офисите на Rapido в цялата страна, от където да изпратите обратно Вашата пратка
(You can visit any of Rapido's offices across the country from where to send your shipment back)

10.99 EUR

Croatia

Hrvatska Posta

Please leave your package at your nearest Hrvatska Posta drop-off point.

7.99 EUR

Czechia

PPL

Vraťte prosím svůj balíček zpět PPL.

4.99 EUR

Denmark

Bring

Please leave your package at your nearest Bring drop-off point.

59 DKK

Estonia

Itella

Order a pick up for return from here after buying a label from Sellpy.

5.99 EUR

Finland

Postnord

Leave your package at a Postnord drop-off point.

5.99 EUR

France

Relais Colis

Merci de déposer le colis étiqueté dans le point Relais Colis le plus proche de chez vous.

5.99 EUR

Hungary

Magyar Posta

Kérjük, hagyja visszatérő csomagját a Magyar Posta számára.

6.99 EUR

Ireland

An Post

Please handover your return parcel to AN Post. To find your closest return option, click here.

9.99 EUR

Italy

DHL

Drop off at a DHL point.

9.99 EUR

Lithuania

Itella

Dėl siuntos grąžinimo prašome kreiptis į UAB Itella Logistic klientų aptarnavimo centrą numeriu +37070055009.

5.99 EUR

Luxembourg

Post Luxemburg

Votre envoi peut être retourné via tout bureau de poste et tout Point POST.

7.99 EUR

Latvia

Itella

Prašykite grąžinti siuntą per Itella (užsisakykite kurjerį), parašydami el. Pašto adresu express.lv@itella.com arba susisiekę su klientų aptarnavimo telefonu. 67815914 arba 29153495.

5.99 EUR

Netherlands

Post NL

Please leave your package at a Post NL drop off point.

5.99 EUR

Poland

DHL

Zwróć paczkę zwrotną do DHL.

14 PLN

Portugal

DHL

Por favor, devolva seu pacote de devolução para a DHL.

8.99 EUR

Romania

Urgent Cargus

Urgent Cargus

9.99 EUR

Slovenia

Posta Slovenija

Pošiljko pošljite na katero koli pošto.

5.99 EUR

Slovakia

Slovak Parcel Service (SPS)

Drop off at Slovak Parcel Service (SPS) point.

5.99 EUR

Spain

DHL

Devuelva su paquete de devolución a DHL.

9.99 EUR

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