Table of contents
You’re tracking your order, the tracking stops updating, or the package arrives with a torn box and a broken item inside. Frustrating, but not unsolvable. Vinted has a set policy for this, and it’s important you act fast, because there’s a tight deadline attached.
First things first: you only have two days
From the moment Vinted notifies you that your item was delivered, or that it appears to be lost, you have two calendar days to report a problem using the ‘I have a problem’ button in the messaging screen. Miss that window and the transaction is automatically marked as completed, meaning your shot at a refund is gone. Set a reminder if you know you’ll be away for a few days around an expected delivery.
Who’s assumed right in a dispute
If there’s a disagreement about loss or damage during transit, the information from the carrier or Vinted Go is treated as correct by default. If you want to challenge that, you need to provide counter-evidence before the transaction is completed. Photos of the packaging the moment you receive it are your best friend here, always take them before you unpack anything.
When you actually get your money back
If the item was properly packaged according to Vinted Go’s packaging rules, but the package still gets lost or damaged in transit, then:
- the buyer can get a refund under the refund policy, and
- the seller can get compensated for the lost or damaged item, with the amount depending on which shipping service was used.
If the item wasn’t packaged properly and there are indications the terms or catalog rules weren’t followed, the right to a refund or compensation falls away. So packing it well isn’t just courtesy, it’s a condition for your own protection.
What exactly you get back
For a lost or damaged item, you normally get the full item price back, the full Vinted fee back, and the full prepaid shipping cost back. If you paid for return shipping yourself, that amount gets deducted from your refund, unless it was the package itself that got lost or damaged in transit, in which case you pay nothing for the return.
What if a different carrier was used
If the seller didn’t use Vinted Go’s prepaid shipping but a method of their own, the seller is responsible for a lost or damaged package and has to file a claim directly with the carrier. Vinted itself isn’t involved in that case.
The short version
Two days to report, photos as proof, and whether prepaid shipping through Vinted Go or a separate shipping method was used determines who’s responsible for what. Miss that two-day window and you have no leg to stand on, no matter how clear the problem is.
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