Order hasn't arrived, or received the wrong or a damaged item? Here's how to request a refund. For counterfeit cards or resealed products, see Counterfeit or Fake Items.
Before you start
Check you're within the timeframe: 7 days after delivery for order issues, or 60 days after ordering for parcels that are lost or not shipped. See all timeframes in the Refunds & Cancellation Policy.
Take clear photos of the item and its packaging. For sealed products, take them before opening.
How to request a refund
Go to your Profile and open Purchases.
Select the order and tap Request a Refund.
Choose the reason, add your photos and a short description, and submit.
What happens next?
The seller has up to 5 days to respond. If they approve, they may ask you to return the item first, or refund you without a return.
Returns: if a return is needed, your refund is processed once the seller receives the item. See Returning Items for a Refund.
No response or not resolved? If the seller doesn't reply within 5 days, or you can't agree, contact our support team in-app.
When you'll get your money: refunds usually take 5 to 10 working days to reach your account, depending on your bank, and often arrive sooner.
Keep all communication with sellers on Tilt. We can't help with anything agreed outside the platform. Buyers must make honest requests and sellers must respond in good faith. Misuse may result in a permanent ban.