As long as you do not complete an order, the brand will not receive your money. In this way, we'll always be able to initiate a refund until then. You are entitled to this if:
- The supplier had to cancel your order;
- Orderchamp has had to cancel your order;
- Your order or part of it is incorrectly delivered and / or damaged and / or does not correspond at all with the description;
- Your order or part of it has not been delivered.
How do I receive a refund?
A refund will automatically be initiated if the order is (partially) canceled by the brand or by us. You will receive it within a few working days. If the shipment was created by the supplier, extra vigilance is required.
We will send you a reminder via an email on the day that your order must be delivered at the latest. The supplier has given an indication of the delivery time in the shipping confirmation. If you want to claim a refund, you must respond to this email within 3 days (72 hours) and file an order feedback issue in the order overview on the platform. See this article. If you do not, we will automatically release the payout to the brand and the status will change to "Completed".
When an issue occurs, report without any delay (within 3 working days upon planned or actual arrival) the issue to Orderchamp through our order feedback functionality. Any issues related to:
- Non-delivery of goods
- Defective goods
- Damaged goods
- Counterfeit goods
- Misrepresentation of goods
- Wrong goods delivered