Despite all strict measures, it can happen that an item is lost or damaged during transport.
In that case, Restocks will at all times start an investigation. It is therefore important that the Private Seller retains the proof of shipment until the sale is fully completed. Restocks cannot initiate an investigation without proof of shipment.
Keep in mind that such an investigation takes an average of 3-4 weeks. To initiate an investigation, send our support team a message with the subject “Lost shipment” within 14 days of shipment and clearly state your sales number and the problem. After the period of 14 days it is no longer possible to start an investigation and the shipment is excluded from any compensation.
My package never left the drop-off point according to the tracking information:
As long as no other physical scans are visible in the tracking information, the item should still be at the drop-off point. Your sale will then be canceled automatically. It is best to contact the relevant shipping company and/or drop-off point to retrieve the package.
My package is on its way, but the tracking information has not been updated for 3 business days:
If the tracking information has not been updated for 3 business days, we recommend that you contact the shipping company.
My item was returned by Restocks, but I did not receive the item:
The tracking information indicates that the item has been delivered, but you have not received the item? Please contact our support team within 3 days of the delivery date. Use the subject “Lost shipment” in your contact form and clearly state your sales number and the problem. After the period of 3 days it is no longer possible