Effective from 3 September 2023
Depop Protection for sellers
With Depop Protection you can sell safely, knowing we’ve got your back in the rare case that something goes wrong.
Depop Protection is available in the United Kingdom and United States, for sellers who ship using a Depop Shipping label. Read on for full details of the programme, which forms part of our Terms of Service.
This applies to all transactions which take place from 3 September 2023. For any transactions made before this date, please see below.
What’s eligible for Depop Protection?
In the rare case that the item is lost or damaged in transit, your sale will be eligible for Depop Protection if the following criteria apply to your item. Note, ALL must apply:
- The item was sold via the Depop app or on the Depop website using the BUY button, as long as it’s not on our prohibited items list.
- The item was sent with a Depop Shipping label within 5 days from the transaction date
- The item has been lost or damaged in transit (this includes where a return has been arranged and the item is lost or damaged upon return.)
- The item was sent to the buyer’s address shown in your sales receipt (you won’t be eligible if you send it elsewhere, either by accident or at the request of the buyer).
What are the Depop Protection limits?
The below limits apply to Depop Protection for sellers and include the item price, as well as shipping fees and applicable taxes. For any sales worth more than this, you should consider using a shipping method that allows you to purchase insurance.
Sales up to £250/$300 are eligible for Depop Protection provided you qualify under the eligibility criteria above.
Bundle sales are treated as one transaction amount (up to the above limits), and not per individual item.
How do I get Depop Protection?
If Depop notified you that something has gone wrong with an item that you shipped using a Depop shipping label, you’ll need to do the following:
- Respond to all Depop communications within the given time frame, including providing any additional information requested by Depop Support.
- For sales made by Paypal, you will need to cooperate with the Paypal dispute resolution process, including any appeals that are available to you. Depop Protection will apply only when you can provide proof of an initial claim with Paypal (as well as eligibility for Depop Protection as above), as well as proof of a lost appeal.
What’s excluded from Depop Protection as a Seller?
If ANY of the following apply, you won’t be eligible for Depop Protection:
- Sales made outside of the Depop BUY button e.g. direct money transfers such as PayPal, Venmo, or bank transfers
- Items on Depop's prohibited items list
- If you’re a seller based in the US or the UK - items sent using any other method than a shipping label purchased through Depop
- If you’re a seller based outside of the UK or US, Depop Protection is not available
- Meeting in person to hand over an item
- If any of the eligibility criteria set out above are not met.
Depop Protection is not insurance.
Heads up: Depop Protection is not an insurance policy, a warranty, nor a guarantee. Depop has sole discretion to decide whether a transaction is granted protection under Depop Protection and we reserve the right to change, suspend, or discontinue the programme at any time, for any reason, and we will not be liable to you for the effect that any changes to the programme may have on you. You have no legal claim under the programme. In the event Depop does not refund the buyer, this will not affect the buyer's right to make claims against your shop. Your legal rights remain intact.
Check out our shipping guides for more information:
You can read about Depop Protection for buyers here.
Effective until 3 September 2023
More options, same cover. If you sell with Depop Payments, you’re protected. This applies for all transactions made until 3 September 2023.
How does Seller Protection work?
You are protected against disputes or chargebacks if you:
- Sell in-app using Depop Payments
- Dispatch the order to the address on the Depop receipt
- Send your item using tracked postage that confirms delivery to the buyers address. You must keep proof of shipping and delivery. This is the only proof accepted by Depop.
- Dispatch within a reasonable timeframe
- Respond to Depop in the given timeframe
- Your item was as described, but the buyer changed their mind
You're not covered if:
- The sale was made outside of Depop
- The item is on Depop's prohibited items list
- The item is significantly not as described
- You fail to respond to Depop’s emails in the required time frame
What do I need to do to resolve a dispute?
My buyer says they didn’t receive the item:
- Send us evidence that the item was sent and delivered (tracked shipping label)
My buyer says the item is not as described (or part of a bundle is missing):
- Send us evidence that the item was as described
- We will mediate a resolution between yourself and the buyer
- If a resolution cannot be found, we will ask the buyer to return the item using tracked postage. You will then refund the full sale price (minus shipping)
- Counterfeit items must be refunded. The buyer will not be required to return, as the shipping of counterfeit goods is illegal
I'm arranging a return:
- Get the buyer to return your item with tracked postage
- Refund the buyer once you have received the item
- We may process a refund for you if you have not refunded a buyer who has returned an item
Need more help? Contact Depop Support