Please keep the tag and the original packaging in which you received the product until your claim is resolved.
If you purchased a product—or any item in your bundle—that arrived broken or damaged, you must file a claim with Wallapop within 48 hours of the carrier's delivery confirmation.This is the only way to open a claim for damage in transport.
To do so:
- Access this link: Ongoing Purchases
- Once there, access the transaction of the product that has arrived broken and click on What should I do?
- Select the option Open a dispute and the reason broken product in the shipment.
- Once there you will need to provide the information requested:
- Photos or videos of the damaged item in transport (as many images as necessary to show the damage).
- Photos or video of the exterior and interior packaging.
- A picture of the shipping label affixed to the packaging (all information on the label must be perfectly legible).
- Once you have sent all this information, someone from our customer service team will contact you.
In case you want to add a video in the claim you will have to select it from the gallery of your device. At the moment it is not possible to record it while uploading the information.
Remember: Pictures will be essential to process any refund as well as keeping the original packaging of the product received, including the label.
Please be aware that ads in which the pictures do not correspond to the advertised product (images that do not show the product or are not related to the product), will be excluded from any claim.
If you are a seller and the package has been damaged during pickup, you have received a damaged return or you consider that the package has been broken during transport and the buyer has opened a dispute, please contact us from the button below within 48 hours from delivery or pickup so we can review it.
Have more questions?