What you are seeing
The parcel arrived, but what is inside is damaged, or it is not the item in the listing.
Why it happens
Usually poor packing, rough handling in transit, or a seller who graded the item more generously than they should have. Occasionally it is the wrong parcel entirely.
How to fix it
Do not confirm receipt of the order. That step sends your money to the seller.
Photograph everything now: the outer packaging, how the item sat inside it, and the damage or the difference itself.
Open the order and raise a support ticket, choosing damaged or not-as-described.
Attach your photos to the first message. Include the listing photo next to yours if the item is different from what was described.
Evidence that decides these cases
- A video of you opening the sealed parcel. This is the single strongest piece of evidence in a damage claim
- A photo of the outer packaging, which shows whether it was packed properly
- The listing photo beside a photo of what arrived
- Close-ups of the specific fault
How long it should take
Raise it within the return window, which starts on the delivery date. Once that window closes the return option disappears from the order page, so do it the day the parcel arrives rather than at the weekend.
Keep the item and the packaging until the case closes. Support may ask for another photo, and a returned item usually has to go back in something similar to what it came in.
If it is still not resolved
Reply inside the same ticket rather than opening another. If you disagree with the outcome, the escalation article explains the next step.