Returns & Refunds

1. Cancelling before your parcel ships

You can cancel any item in your order until it ships:

• Before we buy the item: cancel it in your account under Orders. The refund starts straight away.
• After we buy the item: email us with your order number. We stop it at our warehouse and refund you in full.

2. Your right to change your mind

You have the right to cancel your contract with us within 14 days without giving any reason. The 14 days end 14 days after the day you, or someone you name (other than the carrier), receive the items. If your order arrives in more than one parcel, the 14 days start when you receive the last parcel.

This right applies to orders delivered to every country we serve.

3. How to return an item

1. Tell us within 14 days. Use “Return items” in your account under Orders, email support@sellopop.com, or send us the model cancellation form below. A clear statement in any form is enough.
2. Get your return instructions. We email you the return address and your return reference. Please don’t send items back to the supplier or to China.
3. Send the items back within 14 days of telling us. Pack them carefully, ideally in the original packaging, and keep proof of postage. We recommend a tracked service.

Returns go to the address in your return instructions.

4. Who pays for return shipping

• Changed your mind: you pay the cost of sending the items back, unless you bought order insurance, which includes a free return label.
• Faulty, damaged, wrong item, or not as described: we pay. We send you a prepaid label, or for low-value items we may refund you without asking for the item back.

5. Refunds

• We refund the price of the returned items and the standard shipping you paid for them. If you return only part of an order, we refund the share of shipping for the items you return. If you chose a more expensive shipping option such as express, we refund only the cost of standard shipping.
• We refund you within 14 days of receiving the items back, or of receiving proof that you sent them, whichever is sooner. If you cancel before the parcel ships, we refund within 14 days of your cancellation, and usually within 3 business days.
• We use the same payment method you used to pay, unless you ask for SelloPop credit instead. You pay no fees for the refund.
• It can take your bank or card provider 5 to 10 business days to show the refund.
• Order insurance is refunded if you cancel your whole order before it ships. After delivery it isn’t refunded, because the cover has already been provided.

Handling items before you return them

You can handle an item as you would in a shop to see what it is, how it works and whether it fits. If you use it more than that and it loses value as a result, we may reduce your refund by that loss in value.

6. Items you can’t return after opening

The right to change your mind doesn’t apply to:

• sealed items that aren’t suitable for return for health or hygiene reasons once the seal is broken after delivery, such as earrings for pierced ears, makeup brushes and sponges, or underwear and swimwear with the hygiene seal removed;
• items made or personalised to your specifications;
• items that, after delivery, are by their nature inseparably mixed with other things;
• sealed audio, video or software that you have unsealed.

These exceptions only apply to changing your mind. If such an item is faulty, damaged or wrong, you are fully covered.

7. Faulty, damaged or wrong items

If an item is faulty, damaged, not as described, or not what you ordered (for example the wrong colour or size), please tell us with your order number and a photo. Try to do this within 30 days of delivery so we can sort it quickly, but your legal rights last longer:

• UK: under the Consumer Rights Act 2015, you can reject a faulty item within 30 days of delivery for a full refund. After that you can ask for a repair or replacement, and if that doesn’t work, a refund or price reduction.
• EU and Norway: you have a legal guarantee of at least two years from delivery, and longer in some countries.
• US: you have the rights your state’s law gives you.

We replace or refund the item, including any shipping you paid for it, at no cost to you. See Buyer Protection.

8. If we can’t buy an item

Sometimes an item sells out or the supplier cancels before we can buy it. We email you and refund that item in full, including its share of shipping, automatically. If the price rises a lot, we ask you first and you can choose a refund, an alternative, or paying the difference. If you don’t reply within 7 days, we refund you in full.

9. Model cancellation form

You don’t have to use this form, but you can copy it into an email to support@sellopop.com or post it to us.