Items not received
In the unusual circumstance that you do not receive an item, there are a number of steps you can take to resolve the issue.
If you have not received your purchase, make sure to first follow the steps below:
- Verify the shipping address
- Check for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else accepted the delivery
- Check your mailbox or wherever else you receive mail
Contacting a seller
When an issue with a purchase arises, the first step should always be to contact the seller.
To contact the store manager, simply click on the 'Chat with seller' button on any product listing page. The store manager should get back to you as soon as possible.
Opening a dispute
If the above steps do not resolve the issue, you do have the option of opening a dispute. To open a dispute before receiving an item, you will need to wait for at least 7 days after the store confirmed the shipping. After 7 days, an "I have not received this" button will appear on the "Shipped products" tab of your My AllGoods. Alternatively, you can open an Official Dispute from the Support Page in the Information Centre.
Check the status of an existing case
To check the status of a dispute or report which you have opened, you will need to head to your 'Reports And Disputes' page. This can be found under your 'My AllGoods' page.
Entered the wrong shipping address
If you realise that you have entered the wrong shipping address, and the seller has not yet shipped your purchase, you can update your shipping address or create a new one. This can be done under the 'My Settings' section of your 'My AllGoods'. Please contact the seller to let them know of the change.