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A-to-z Claim Conditions

When you buy from Marketplace sellers on Amazon.co.uk, the condition of the item, its timely delivery and certain additional refund conditions are guaranteed under the A-to-z Guarantee.

You can file a claim when all of the following apply:
  1. You've contacted the Seller through Your Account.
  2. You've waited two business days for a response.
  3. Your request meets one of our A-to-z Guarantee conditions below:
    • The Seller failed to deliver the item by 3 calendar days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner.
    • The item you received was damaged, defective, materially different, or you changed your mind and you returned it in line with Amazon's return policy but you have not been refunded or the refund was in the wrong amount. You must (1) contact the Seller within 30 days from receipt of the item (or by the end of any extended period e.g., extended Christmas returns policy, if later) and (2) postmark the return within 14 days from arranging the return with the Seller. The refund amount you are entitled to is included in the table below:

    What is refunded?
    Return reason Product cost Original shipping cost Return shipping cost
    Item was damaged defective, or materially different Y Y Y
    Any other reason, seller contacted within 14 days of receipt Y Y N
    Any other reason, seller contacted after 14 days of receipt Y N N
    Clothing, shoes and hand-bags returns (for any reason) Y Y Y
    • The seller agreed to issue a refund or replace the item and you have not been refunded, the refund was in the wrong amount or the replacement was not sent.
    • You want to return an item internationally and the Seller does not (1) provide a return address within the UK, (2) provide a pre-paid return label, or (3) offer a full refund without requesting the item be returned.
    • You have been charged extra (for example, by customs authorities for a shipment to EU) in addition to the purchase and dispatch price you have paid, and the Seller did not cover those costs.
    4. You have waited no longer than 90 days from the Estimated Delivery Date to file your claim.

Note: If you refuse the package and the return does not have tracking information your claim wont be covered.

To file a claim, go to File an A-to-z Guarantee Claim.

Note: A-to-z Guarantee claims typically take 1-2 weeks to process.

Note: If you need help with an item sold by Amazon Global Store, or with a Marketplace item delivered via a Prime delivery method, please Contact Us.

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