Eligible purchases made through the Depop BUY button are covered by Buyer Protection. We will help you get a full refund if you don't receive your item - whether you get that through your PayPal dispute, or our internal Depop Payments process.
"I haven't received my item and its been over 5 days"
If you paid using PayPal, you will need to open a dispute directly on PayPal, which you can open after a week and up to 180 days from the transaction date - even if you used Guest checkout (paid by card in PayPal). Don’t forget to escalate your dispute to a claim in the PayPal Resolution Centre if you aren’t getting things resolved with the seller directly.
(All transactions via PayPal will need to first be raised through the PayPal dispute process first. Because these transactions come directly from the buyer's and seller's personal PayPal accounts, we have no access or visibility to resolve this on your behalf, however we can provide advice and assistance to help you get things sorted If you have already been through the PayPal dispute process and still need a hand)
If you paid using Depop Payments or Klarna you can open a dispute using the Resolution Centre.
"I purchased my item less than 5 days ago"
- Message your seller to ask for an update
- Check your Depop purchase receipt for any shipping updates or a tracking number
- Allow 5 days for any shipping updates
"I have access to my other Depop account"
If you have access, you can log in to the account you purchased from to review and find your purchases. From there you can contact the seller to ask for any updates or report through the app if you have any issues.
Just make sure that moving forward, you choose which Depop account you would like to stay active and close your other account. We'll still be able to open and resolve any disputes through email.
"I don't have access to my other Depop account"
If you don't have access to your other Depop account, contact Depop Support. Please confirm the following information so we can review:
- The username of the account you purchased from
- The username of the seller
- The date you purchased your item
- The email address linked to your other Depop account
We'll be able to contact your seller or open any disputes even if your account has been closed.
"I paid outside of the Depop app"
If you sent a direct payment to the seller for an item, you won't be covered by Buyer Protection.
Contact Depop Support so we can contact the seller and request proof of postage. Send over the following:
- Your username
- The seller's username
- Your proof of purchase
You can do this by going to the seller's profile, tap the three dots in the top right hand corner, Report user, I haven't received my item, Item not shown.
We may not be able to recover the funds or the item, but we can suspend the seller and request that they provide this, preventing them from accessing Depop until this is resolved.