If something isn't right

Every order on Shopper District is a sale between you and the shop you bought from. Here's what you're entitled to, and how to put things right.

The full wording is in section 5 of our Terms of Use. Nothing here affects your statutory rights.

Step by step

Asking for a refund

It all happens on your order page, so you, the shop and, if needed, we can see the whole story.

1
Open your order
Signed in? Go to Your orders. Bought as a guest? Use the link in your order email, or find your order.
2
Choose “Request a refund”
Pick a reason, tell the shop what went wrong, and say how much you'd like back (or leave it blank for a full refund). The shop is told straight away.
3
The shop replies
The shop has to respond within the time shown on your order. Many problems are sorted here, with a refund, a replacement or a return.
4
Still not sorted? Ask us to look
If you disagree with the shop's answer, choose “Escalate” on the order. We'll review what you and the shop have said and may refund you on the shop's behalf.

Your rights

Each shop sets its own return and exchange policy, shown on its listings. If you're a consumer in the UK or EU, you also have rights a shop's policy can't take away:

Changed your mind? For most physical items you can cancel within 14 days of receiving them, for any reason, and send them back for a refund.
Faulty, damaged or not as described? You're entitled to a repair, a replacement or a refund from the shop, whatever its own policy says.

What can't be returned for a change of mind

Personalised or made-to-order items, made to your instructions.
Sealed items that have been unsealed, where hygiene matters.
Things that go off quickly, such as food or flowers.
Digital downloads, once you've started downloading with your agreement.

These can still be returned if they're faulty or not as described.

Getting your money back

Refunds go back to the card you paid with. Your bank may take a few days to show it.
Refunds are paid by the shop. If a full refund is approved, any downloads from that order are withdrawn.
Check personalisation carefully before you order: shops don't have to accept changes once they've started making your item.

For sellers

You can refund an order in full or in part from Shop Manager; the money comes from your Stripe balance. If a buyer escalates a request, we may decide it and, where it's justified, refund the buyer from your Stripe balance, and we'll tell you why. The details are in the seller terms.

Questions? Contact us.

Returns and refunds

If something isn't right

Every order on Shopper District is a sale between you and the shop you bought from. Here's what you're entitled to, and how to put things right.

The full wording is in section 5 of our Terms of Use. Nothing here affects your statutory rights.

Step by step

Asking for a refund

It all happens on your order page, so you, the shop and, if needed, we can see the whole story.

1
Open your order
Signed in? Go to Your orders. Bought as a guest? Use the link in your order email, or find your order.
2
Choose “Request a refund”
Pick a reason, tell the shop what went wrong, and say how much you'd like back (or leave it blank for a full refund). The shop is told straight away.
3
The shop replies
The shop has to respond within the time shown on your order. Many problems are sorted here, with a refund, a replacement or a return.
4
Still not sorted? Ask us to look
If you disagree with the shop's answer, choose “Escalate” on the order. We'll review what you and the shop have said and may refund you on the shop's behalf.

Your rights

Each shop sets its own return and exchange policy, shown on its listings. If you're a consumer in the UK or EU, you also have rights a shop's policy can't take away:

Changed your mind? For most physical items you can cancel within 14 days of receiving them, for any reason, and send them back for a refund.
Faulty, damaged or not as described? You're entitled to a repair, a replacement or a refund from the shop, whatever its own policy says.

What can't be returned for a change of mind

Personalised or made-to-order items, made to your instructions.
Sealed items that have been unsealed, where hygiene matters.
Things that go off quickly, such as food or flowers.
Digital downloads, once you've started downloading with your agreement.

These can still be returned if they're faulty or not as described.

Getting your money back

Refunds go back to the card you paid with. Your bank may take a few days to show it.
Refunds are paid by the shop. If a full refund is approved, any downloads from that order are withdrawn.
Check personalisation carefully before you order: shops don't have to accept changes once they've started making your item.

For sellers

Questions? Contact us.

If something isn't right

Asking for a refund

Open your order

Choose “Request a refund”

The shop replies

Still not sorted? Ask us to look

Your rights

What can't be returned for a change of mind

Getting your money back

For sellers

If something isn't right

Asking for a refund

Open your order

Choose “Request a refund”

The shop replies

Still not sorted? Ask us to look

Your rights

What can't be returned for a change of mind

Getting your money back

For sellers