If your order is wrong in some way, missing or damaged, you can of course report this to Sellpy. If the issue concerns a single item in your order, register a complaint via your Sellpy profile - but if it concerns the full order, contact our customer support to be helped. We will look into what happened together with the shipping company and get back to you with a solution.
What should I do if an item in my order is missing?
If you are missing an item in your order , report this as a complaint in your order view via your Sellpy profile.
Click on the order in question
Click on "Return/Claim" to the right of the item you want to report
Select the reason "The item wasn't delivered (claim)"
Write a descriptive comment, for example if the packaging was damaged when you received the package
Attach a picture showing any potential damage to the packaging, along with a picture showing the shipping label on the package
Then click "Submit".
After you have registered the complaint, you will receive a confirmation by email that we have received your complaint. We’ll get back to you by email as soon as we have reviewed your complaint
What should I do if my full order has not been delivered/is missing?
If your order has gone missing during the delivery to your, then we will of course help you investigate this with the shipping company and provide you with a solution.
As part of our routine process, we typically wait 14 days without tracking updates before considering a parcel to be lost. However, during this period you may receive notifications of updated delivery times or updates from the shipping company regarding the status of your delivery.
If your order has not been delivered to you within the 14-day timeframe and you would like to report the package as missing, please contact our customer service for assistance.
What should I do if I received the wrong item?
If you have received one or more incorrect items in your order, report this as a complaint in your order view via your Sellpy profile.
Click on the order in question
Click on "Return/Claim" to the right of the item you want to report
Select the reason "I received the wrong item (claim)"
Write a descriptive comment
Attach a picture showing the item you received instead, including a picture of the item's ID tag
Then click "Submit".
After you have registered the complaint, You will receive a confirmation by email that we have received your complaint. We’ll get back to you by email as soon as we have reviewed your complaint.
What should I do if I’ve received someone else's order?
If you received an order that you did not order, please contact our customer support to be assisted. Our customer support team will look into what happened together with the shipping company and get back to you with a solution.