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How to request a refund when the shipment is unsuccessful

If your shipment did not match your expectations and you wish to request a refund, please contact our Customer Service, explaining what has happened.

Our Customer Support department will analyse your complaint and indicate whether or not you are eligible for a refund.

eBay delivery is not the transport company and it does not handle shipments or enter in contact with the shipment at any time. Sometimes issues may arise that do not depend from ebay delivery (e.g., accidents, traffic, bad weather, etc.).

Unfortunately, since we cannot intervene in the logistical operations of the carrier, all cases of failures are always reported to the carrier, so that they can take the necessary measures with their branches, with the aim of reducing this type of situation to a minimum for all users.


You are not eligible for a refund in the following cases:

Please note that ebay delivery never comes into contact with the goods and does not have the ability to verify the contents of the shipment declared at the time of booking.

Shipments containing Prohibited Items (or any item with similar description or content) may be cancelled by the carrier without notice will not be refunded. In addition, any additional costs related to non-deliverable returns, oversized packages and/or handling of the latter will be charged to the responsible user. Goods not ADR but included on the list of Prohibited Items, as well as those declared as such, travel at the risk and peril of the sender. Their acceptance by the transport company does not imply acceptance of liability in the event of damage and/or loss.

You confirm that you have read the list of Prohibited Items, the Website Terms and Conditions and the Conditions of Carriage of the courier selected at the time of booking the service.


The Packaging section of our Help Center provides information about packaging according to the type of goods. These instructions are not optional suggestions, but basic requirements that are taken into account if a problem arises with the shipment.

Your parcel must always travel with its shipping label. If the goods are handed to the carrier without our label or with an incorrect label, ebay delivery and the carrier will not be liable in case of loss.


Carriers' transit times are estimated in working days from Monday to Friday. Weekends, non-working days in transit and destination countries, public holidays and national holidays, together with delays caused by customs, the Public Administration or other events beyond our control, weather or logistics, are never included in the estimated delivery times provided in our offers. In addition, if logistical problems occur (accidents, traffic, bad weather, etc.) the delivery date may change.

The delivery time of orders booked for the Islands, and/or other locations listed by individual carriers as remote, are always estimated at a minimum of 48 working hours. The transit times you see online do not always include this surcharge on the estimated transit time depending on the location that could be considered by the couriers as remote or inconvenient area, where they will not deliver daily.


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