How to Request a Refund

If the order hasn't arrived, or you have received a wrong or damaged item you can request a refund using the steps below. If you have encountered counterfeit or fake items you can click here

If the seller is non-responsive or there is another issue, you may also escalate to Tilt for further assistance. You can do this by going into the "Refund Summary" in the order. Then you can press "Contact Tilt". Alternatively, you may just contact from the email you are signed up to Tilt with. Please note that users have up to 10 days from the date of arrival to request a refund.

Upon the seller agreeing to the refund request, the seller may opt for either a return to be completed before issuing the refund, or simply issuing a refund without requiring a return. If the seller agrees to the refund but mandates the return of the item, this is where you should verify the return address.

If the refund was initiated by the seller, you should observe this reflected on your end. Please be aware that this process could take up to 5 working days.

Please be aware that we do not accept responsibility for any communication that occurs between a customer and a seller outside of our platform. We have an integrated messaging system within our platform, where all users can contact sellers.

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