COVID-19: Seller and Buyer FAQ & Guidelines (Updated 13 November)
Depop is and always will be a community first. Your safety and the safety of the entire Depop community is our first priority. As such, we are providing further guidelines on COVID-19 below.
This Help Center article will be continuously updated with new and necessary information in line with any new developments of COVID-19. Please check back for new updates.
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COVID-19 Guidelines
First and foremost, always follow the latest advice from your local government. For now, we’ve pulled together these guidelines to help you keep safe and to help limit the spread.
- Ship safely: Please check your local government guidelines and shipping providers if it is safe to ship. Some providers are offering specific shipping services to make sure you can ship safely and in line with local government recommendations. You can also schedule a free home pick-up with USPS in eligible areas.
- Get creative with your inventory: More time at home can mean more time to get creative. Relist existing inventory with new styling, new flat lays and to give new life to products you’ve already listed. We recommend that you continue listing items and promoting your shop – we’ll do what we can from our end to send tips on ways to drive traffic and visibility.
- Sourcing safely: With shipping delays and travel bans, we know that reaching your supply may be more difficult during this time. If possible, we recommend buying products from wholesalers or in bulk from online thrift shops to make sure you don’t have to unnecessarily leave your home to source new products.
If you are a buyer:
- Be patient: As you know, this is an uncertain time for our community around the world and shipping items is difficult for many of our sellers right now. We’ve asked all our sellers to get in touch about any delays they may be facing. Your item could be delayed due to the shipping provider, or the seller hasn’t been able to get the item shipped yet. If you haven’t already, make sure you reach out to your seller to get any further information from them on your item or refund.
- Update your delivery address: When making a purchase, remember to update your delivery address to somewhere that you can access the post. Avoid sending any packages to work addresses or places that you can’t access until further notice.
- You’re protected: If the seller is unable to ship for any reason and there is no way to resolve your issue with the seller directly, please note that you are fully protected by Buyer Protection and are entitled to a full refund up to 180 days from purchase. To open a PayPal dispute, just follow these instructions ensuring you open a dispute from the item under the reason ‘I didn’t receive an item I purchased’. Please note PayPal is experiencing longer than usual wait times.
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COVID-19: Seller FAQ
Is it still safe for people to shop on Depop? If so, will you be letting buyers know that Depop to still safe to shop from?
Yes, it is still safe to shop on Depop. The World Health Organization is regularly updating with new information on advice as new developments arise. To stay informed on COVID-19 and to read their full FAQ, please visit the World Health Organization.
Can I still ship items to countries that have been affected by COVID-19?
If you are shipping internationally, we advise you to track evolving communications from your shipment provider. Below are links to the expected shipment impact from major national shipping providers.
Should I be stating in descriptions that all of my items are disinfected?
As a rule, all secondhand items must be cleaned according to the manufacturer’s instructions before being listed for sale. We take listings with misleading claims and practices that try to exploit this public health emergency very seriously. And we will remove and block any listings that mention COVID-19, coronavirus or 2019nCoV in the title or description.
I haven’t responded to customers as I’m ill/ taking care of my family or I’m in isolation. What should I tell my buyers if I’m not able to ship my items?
If you have been affected by the virus and know there might be a delay in responses or the shipment of items, the best thing to do is make this very clear in your shop’s bio so that buyers immediately know to expect delays and message any buyers who are awaiting shipments. Always keep your buyers as informed as possible to avoid any complaints or complications.
If I’m unable to ship an item that a buyer has already purchased, what should I do?
We know this is a difficult time for our community around the world and that shipping items might not be possible right now. Because of this, we're temporarily recommending that you refund your buyer if you are not able to ship.
If you choose to refund your buyer, refund them directly from your PayPal account (via a desktop/laptop/browser on your phone rather than the app). Please click [here] (https://www.paypal.com/uk/webapps/mpp/send-refund) for instructions. Please note that PayPal is experiencing a higher than normal wait time, so their replies may take longer than usual.
To then get your Depop fee refunded, just send us a request via this link and select ‘I have sold something on Depop’ and ‘Refund Depop fee’, make sure you add a screenshot of your refund. We are experiencing a high volume of fee refund requests right now, so it might take us up to 24 hours to get back to you.
I’m running out of shipping supplies and I don’t feel comfortable going to the post office in person. Are there any other alternatives?
Don’t worry about picking up your shipping supplies in person – you can do it from home. The USPS offers a range of shipping boxes and supplies – most are free of charge. You can find a list of all available supplies on their website.
Does the government offer any support to self-employed people who get sick? Is there any benefit scheme to provide sick pay for self-employed?
For links to recent business guidance provided by the US government, see below:
Unemployment insurance benefits for those affected by COVID-19
https://www.dol.gov/newsroom/releases/eta/eta20200312-0
Direct payments for U.S. citizens affected by COVID-19
https://www.irs.gov/newsroom/economic-impact-payments-what-you-need-to-know
Student loan payment automatic forbearance
https://studentaid.gov/announcements-events/coronavirus
Federal tax filing deadline extension
For general assistance and other free or reduced-cost programs related to COVID-19
What will happen if the situation gets worse?
As a company, we’ll continue to stick to the guidance provided by the World Health Organization and local public health officials as well as closely following developments associated with COVID-19 to make sure our policies and actions are up to date.
COVID-19: Buyer FAQ (Updated 7 April)
Depop always has been and will be a community first. We believe in the power of our community to help independent businesses – including Depop sellers – continue to succeed even in times like this. Many of our sellers are facing challenges at the moment, that’s why we’ve created this FAQ to give you guidance on any issues you may have.
Is it still safe for people to shop on Depop?
Yes, it is still safe to shop on Depop. The World Health Organization is regularly updating with new information on advice as new developments arise. To stay informed on COVID-19 and to read their full FAQ, please visit the World Health Organization.
I’ve purchased an item and the buyer hasn’t shipped it?
We know this is a difficult time for our community around the world and that shipping items might not be possible right now. Because of this, we thank you for being patient. If you haven’t already, make sure to reach out to the seller directly to ask for an update regarding your order. We’ve asked all our sellers to get in touch about any delays they may be facing. Your item may be delayed due to the shipping provider or the seller might not have been able to ship the item yet.
Remember to update your delivery address to somewhere that you can access the post. And avoid sending any packages to work addresses or places that you can’t access until further notice.
I haven’t heard from the seller, can I just get a refund?
If you haven’t already, make sure you reach out to your seller to get any further information from them on your refund.
If the seller is unable to ship for any reason and there is no way to resolve your issue with the seller directly, please note that you are fully protected by Buyer Protection and are entitled to a full refund up to 180 days from purchase, to open a PayPal dispute just follow these instructions ensuring you open a dispute from the item under the reason ‘I didn’t receive an item I purchased’. If this isn’t resolved within 20 days, you will need to escalate the dispute to a claim, instructions to do this can be found here.
Please note that PayPal is experiencing a higher than normal wait time, so their replies may take longer than usual.
Does the government offer any support to self-employed people who get sick? Is there any benefit scheme to provide sick pay for self-employed?
We know that this crisis is particularly difficult for entrepreneurs. If you are self-employed, we recommend that you consult your local public officials to understand what support your national government may be providing at this time.
For links to recent business guidance provided by the US government, see below:
Unemployment insurance benefits for those affected by COVID-19
https://www.dol.gov/newsroom/releases/eta/eta20200312-0
Direct payments for U.S. citizens affected by COVID-19
https://www.irs.gov/newsroom/economic-impact-payments-what-you-need-to-know
Student loan payment automatic forbearance
https://studentaid.gov/announcements-events/coronavirus
Federal tax filing deadline extension
For general assistance and other free or reduced-cost programs related to COVID-19