The item has failed verification — what’s next?

The item may not pass verification for such reasons as:

• The item appears to be not authentic after checking it.
• The item does not comply with our Catalogue Rules.
• The parcel contains an incorrect item.

What happens next?

If the item fails verification, we’ll notify the members and cancel the order. We’ll ship the item back to the seller in 1-2 business days, and the parcel will be delivered to their address within 3-5 business days.

The buyer will receive a full refund of the whole purchase (all service and shipping fees) within 1-2 business days once the item is sent back to the seller. The buyer doesn't need to take any action — we’ll inform them once the refund process has started.

The buyer may raise an issue claiming that the item they received is significantly not as described (or use their right of withdrawal when buying from a Pro seller). Then, once the seller confirms the item return, it will first be sent to our hub to go through Item Verification. It is then determined whether it’s the same item as originally sent to the buyer.

If the item fails verification, the order will be completed and the money released to the seller. We’ll return the item to the buyer in 1-2 business days and they’ll receive it within 3-5 business days.

When the buyer has doubts about the item’s authenticity and raises an issue even after our experts have checked it, the item might require a second verification at our hub.

If the item fails the second verification, the order will be cancelled. We’ll send the item back to the seller within 1-2 business days, and the parcel will be delivered to their address within 3-5 business days.

The buyer will receive a full refund of the whole purchase (all service and shipping fees) within 1-2 business days once the item is returned to the seller.