Buyer protection

Last updated Apr 1, 2026

Click2Shop Buyer Protection is the visible promise behind every order from a verified UK SME. It explains what happens if an international order gets stuck, damaged, mis-described, or cannot be fulfilled.

What is covered

• Item not received: tracking has not moved, the carrier confirms loss, or the delivery window has passed with no reasonable update.
• Arrived damaged: the item is unusable, broken, leaking, or packaging damage clearly affected the product.
• Not as described: the received product materially differs from the listing title, photos, variants, quantity, size, materials, or condition.
• Seller cannot fulfil: the seller cancels late, stops responding, or becomes suspended while the order is active.

What is not automatically covered

• Customs charges, import VAT, brokerage fees, or duties charged by the destination country.
• Carrier delays during customs inspection where tracking is still active.
• Incorrect address details entered by the buyer.
• Normal colour, texture, or handmade variation that was clearly explained on the listing.

How to open a case

1. Open your order from your Click2Shop account or tracking email.
2. Choose the affected seller shipment and select the issue type.
3. Upload photos, tracking screenshots, carrier messages, or customs notices if relevant.
4. Message the seller first when the issue can be resolved directly.
5. Escalate to Click2Shop if the seller has not responded or the proposed outcome is not fair.

Typical timeline

We ask sellers to respond within 2 working days. If a case is escalated, Click2Shop reviews the order timeline, seller messages, tracking, evidence, and country-specific delivery context. Straightforward cases are normally decided within 5 working days after escalation.

Possible outcomes

• Full refund to the original payment method.
• Partial refund where the item is usable but materially affected.
• Replacement shipment if the seller can safely ship another item internationally.
• Return for refund when the product is eligible and return shipping is practical.

Need help with an order? Use Contact support or email support@click2shop.co.uk.