If you’ve found an item and you’re ready to check out, here’s how:
- Select your item > Tap on the Add to cart button
- Ready to checkout? Go to your cart
- Hit Checkout
- Fill in or review your Shipping details
- Add your Payment details and place order
- Congratulations! You’ve checked out.
- We’ll email you a receipt for your purchase and you can review your activity on your profile
- We’ll notify your seller with a sales receipt for your purchase
- The sales receipt will include the delivery address you added
- Your seller will organise packaging and shipping for your item
- Feel free to contact your seller to ask for any updates
- Your item should be delivered after 7-10 working days.
- Once you’ve received your item, you can update your seller and leave a review
Your first step is to contact the seller to get some more information on your purchase and it’s shipment:
- Start a conversation – Go to your account > Orders
- Click on “Send Message”
- Ask the seller for proof of shipment
- If you try the above but haven’t heard back or have been waiting over 10 days, you can report this directly on the site.
If after 10 days you still haven’t received your order you can raise a dispute.
At this point, the Declutter team will step in to assess the legitimacy of the dispute and determine whether to issue a refund to the buyer.
Important to note that if payment was made out of Declutter, we do not offer any protection as that is against our rules. We’ll need you to report this to us so we can take action against the Seller, and help keep our community a safe place to buy and sell, but we may not be able to help you recover your payment.
If you’ve purchased an item that isn’t as advertised then you can open a dispute. Please note to receive a refund the item must be significantly not as described.
Remember to:
- Keep your item/s, we may have to arrange a return so you’ll need your item/s to receive your refund
- Take detailed photos of any item flaws, this will help us to investigate
- Document any items you received
- Return your purchase
- Keep your proof of shipping receipt so we can refund you for the return costs
An item being ‘significantly not as described‘ means that the item that has been received is significantly different compared to the photos or description in the listing.
It’s the seller’s responsibility to ensure that the description and photos accurately reflect the item.
If you’ve received an item that isn’t as described or for any other issues: You should open a dispute.
To open a dispute, go to your Orders, click on the order details, and “Raise a dispute”.
If a dispute is escalated to Declutter or a case is opened, Declutter will make a good-faith attempt to assist in resolving the dispute, based solely on the interpretation of Declutter’s Policies, at its sole discretion. Declutter will not make judgments regarding legal issues or claims. Users must adhere to all timelines set by Declutter during the dispute resolution process. It should be noted that Declutter is not obligated to resolve any disputes. However, sellers agree that Declutter may resolve a dispute or case on their behalf, which may include issuing a refund to the buyer and recouping funds from their connected Stripe account.
What does this cover?
Here are some examples of item issues that would be covered by the term significantly not as described:
- Incorrect sizes
- Wrong colours
- Counterfeit items
- Severe damage to the item
- Major wear or flaws which were not detailed on the listing
- Incorrect item/s
- Missing items in bundles
What isn’t covered?
- Smells
- Minor damage on second hand or vintage items
- Material looks different than it did in the images
- Doesn’t fit or doesn’t look right
- Items purchased outside of the Declutter
Private sellers are not required to offer refunds. You, therefore, have two options:
- Contact the seller first to explain the situation and ask them for a refund.
- Unable to return the item? Consider reselling the item
After you purchase an item on Declutter, your seller will arrange to ship your item
- Your seller will package and ship your item to the address you added to the order. If there are any errors with this, let your seller know so they can refund you or update your shipping details
- Once your item is on the way, they will mark your item as shipped
- When your item is delivered, you can let your seller know and leave feedback on your purchase
Don’t forget, you can always message the seller for updates and information throughout the purchase.