Opened your parcel and something’s not right? If your item doesn’t match the listing, Preloved Protection lets you report a problem and get it put right.
When you can report a problem
Open your order, choose “Report a problem”, and pick the reason that fits best:
- Item condition not as described — more wear, marks or flaws than the listing let on.
- Wrong size delivered — the size you received isn’t the one listed.
- Damaged in transit — it arrived broken, torn or damaged in the post.
- I received a different item — it’s not the piece you ordered.
- Item didn’t match the photos — it looks different from the pictures.
- Item may be counterfeit — you’ve reason to believe it isn’t genuine.
- Package was empty or wrong contents, or Something else if none of the above fit.
Tips for a smooth claim
- Take clear photos as soon as you unwrap the item, showing the issue plainly.
- Keep the packaging until your report is resolved.
- Use the “Tell us more” box to explain exactly what’s wrong — the detail helps us reach a fair outcome quickly.
What happens next
Your report goes to the seller, who has 48 hours to respond. If they don’t, we’ll decide in your favour and refund you. See “What happens after you report” for the full picture.