Returns & Refunds Policy

At ShopAttic, we provide a platform for private individuals to buy and sell items. Returns are requested and tracked through your order, and we hold the payment until any return is settled.

1. Eligibility for Returns

Within 3 days of delivery you can request a return if:

• the item was listed as new (with tags, without tags, in box or without box), or
• it arrived faulty, damaged, or significantly not as described, whatever its condition, or
• the seller has chosen to accept returns on that item (shown on the item page).

2. Items Not Eligible for Return

• Change of mind on used items, unless the seller accepts returns on them
• Requests made more than 3 days after delivery
• Orders you've already marked as received, which pays the seller

3. How to Request a Return

1. Open a return request from your order page within 3 days of delivery (see how to request a return).
2. Say whether the item is faulty and explain the problem clearly.
3. Wait for the seller to accept before posting the item back.

4. Refunds

The seller isn't paid while a return is open. Once the seller confirms the item has arrived back, you're refunded the item price to your original payment method, minus the cost of the return label. The Buyer Protection fee and original postage aren't refunded once an item has been sent. Banks usually take 5–10 business days to show it.

5. Return Shipping

• The buyer pays for return postage
• When the seller accepts, we create a tracked Evri return label. Its cost is taken off your refund
• If you post it yourself instead, use tracked postage and add the tracking number to the return on your orders page

6. Dispute Resolution

If you cannot resolve an issue directly with the seller, you can raise a dispute through our Dispute Resolution Centre. Our admin team will review the case and make a fair decision, which may include issuing refunds through Stripe.

7. Buyer Protection

Buyer Protection is available for eligible purchases made through ShopAttic. If your item does not arrive, is significantly not as described, or the seller is unresponsive, open a dispute from your order and our team will review it. We hold the payment until the dispute is settled and can refund you through it, but we can't guarantee the outcome.

8. Handmade & Custom Items

Handmade and custom items follow the same rules as everything else: returnable if listed as new, if faulty or significantly different from the description, or if the seller accepts returns on them.

9. Lost or Missing Parcels

If your parcel hasn't arrived, open a dispute from your order (choose Item not received) before it's marked as delivered. If the parcel is confirmed lost, we can refund you.

10. Seller Responsibilities

• Accurately describe and photograph items, including any flaws
• Ship promptly with tracking details
• Respond to buyer messages and accept or decline return requests promptly
• Keep your address up to date, as return labels are sent to it
• Confirm when a returned item arrives so the buyer can be refunded

11. Platform Role

ShopAttic is a marketplace facilitator only. We provide the platform for buyers and sellers to connect, but we are not involved in individual transactions or responsible for their outcomes.

12. Contact Us

Need help? Email info@shopattic.co.uk or open a dispute from your Disputes page.

ShopAttic reserves the right to update this policy at any time. Changes take effect immediately upon posting.