Every piece on Shopter is one of a kind and sold by the person
or boutique who owns it. Here is exactly what happens if something isn't right.
Last updated 9 August 2026
1
Your money is held until you've seen the item
Shopter holds the payment. The seller isn't paid
until your 5-day window has passed.
2
5 days from delivery to raise a problem
Not as described, not authentic, damaged, or the wrong
size — tell us within 5 days and we step in.
3
Changed your mind isn't a return
These are single pieces from individual sellers. Please
buy as carefully as you would in a shop.
How a purchase works
You buy
Your payment goes to Shopter and is held. The seller can
see the sale but cannot draw the money.
Seller ships
The seller sends the item and adds tracking.
It arrives
Check it properly. Photograph anything that looks wrong
before you wear or alter it.
5 days
If you raise nothing, the sale completes and the seller is
paid. If you raise a problem, the money stays held while we look into it.
What you can raise a claim for
Not authentic. The piece isn't genuine.
Not as described. Different item, different colour, or condition
materially worse than the listing said.
Undisclosed damage. Marks, tears, missing parts or repairs that
weren't mentioned or shown.
Wrong size. The item isn't the size the listing stated. This
is about the label being wrong — not about the size not suiting you.
Never arrived. No delivery within the stated time and no
tracking to explain it.
What isn't covered
It doesn't suit you. Fit, colour in daylight, or simply
changing your mind.
Wear consistent with the listing. Pre-owned pieces have
histories. Read the condition and look at every photo.
Anything you've worn, washed or altered. Once altered it
can't go back to the seller.
Claims after 5 days. The seller has been paid by then.
About Style Twin™. Try-on shows you how a piece looks on you. It cannot
tell you whether it fits. Always check the stated size and any measurements
before buying, and ask the seller if you're unsure.
Who is responsible
The seller owns the item, describes it, and is responsible for
its authenticity, its condition, and for accepting a return where a claim is
upheld. This applies to individual sellers and to boutiques alike.
Shopter provides the platform, holds the payment, and decides
claims fairly using the listing, its photos, and the evidence both sides give
us. We can withhold or reverse a payout while a claim is open.
If a claim is upheld, you return the item to the seller with tracking and
are refunded once it's received. Where the item was misrepresented, the seller
covers return postage. Where a claim isn't upheld, the sale stands and the
seller is paid.
How to raise a claim
Open the order in your account and choose Report a problem,
within 5 days of delivery.
Tell us what's wrong and add clear photographs, including any labels, tags
or stamps.
Don't wear, wash or alter the piece while a claim is open.
We'll contact the seller, and aim to reach a decision within 5 working days.
Selling on Shopter
Describe pieces honestly, including every flaw, and photograph them.
State the correct size. Wrong sizes are the most common cause of claims.
Ship within the time stated, with tracking.
Payment reaches you after the buyer's 5-day window closes.
If a claim against you is upheld, the sale is refunded and the piece returned.