What if I don't receive an item from an order, or it's not as described?

Rest assured that your purchase, including shipping costs, are protected by PayPal's Buyer Protection in the event an order does not arrive or arrives significantly different than described. For details and eligibility, please see: PayPal's Buyer Protection Policy.

We understand the importance of timely deliveries and transparent communication. Here’s how you can keep track of your order and the steps to take should you have concerns:

Tracking Your Order:

  1. Order Status: Once an order is placed, sellers can mark it as shipped and may provide tracking details. You can view this in the Members Area > Buying section. To access this section, click on the "Menu" icon in the Hip header and then select "Members Area".
  2. Shipping Notification: If the order is marked as shipped, you'll receive an email notification, and the shipping truck icon next to your order in the Members Area > Buying section will turn green.
  3. Tracking Information: If the seller has shared tracking details, they'll be visible at the bottom of your order under the "Postage Method" section.

Concerns with Your Order:

  1. Contacting the Seller: Your first point of contact should be the seller. To do this, simply click on the "Contact Seller" button next to your order in the Members Area > Buying section. For more details, please see: How to contact a seller about an existing order?
  2. PayPal's Buyer Protection: We want you to shop with confidence. If your order doesn’t arrive or differs from its description, you’re backed by PayPal's Buyer Protection. This helps ensure that you can get a full refund, including shipping costs, should any discrepancies arise.
  3. Filing a Claim with PayPal: If your discussions with the seller aren't fruitful, you can initiate a claim with PayPal. Go to the transaction details page for the concerned order on PayPal and click the link that reads, "Need help? Go to the Resolution Center for help with this transaction."

Lastly, if you choose to file a claim with PayPal, please inform us. Your feedback aids in enhancing our marketplace experience. We'll additionally help mediate the issue and take necessary steps regarding the seller if needed. We're here to support and ensure a smooth shopping experience.

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