Help.

Where can I see my orders?

Go to /account/orders. Each order has its own page with the line items, shipping status, tracking (if the seller added it), and a button to message the seller.

When does my card get charged?

At checkout, via Stripe. Card numbers don't reach our servers — Stripe handles the form and we just receive a token.

Can I cancel an order I just placed?

If the seller hasn't shipped yet, message them via the order page and ask. Most are happy to cancel pre-dispatch. Once shipped, treat it as a return.

Why do prices vary on similar items?

Every listing is from a different independent maker pricing their own work. There's no "reference" price the marketplace sets.

Do you ship internationally?

That's up to each seller. Listings show shipping options at checkout for whichever country you're posting to. If your country isn't listed, message the seller — they can usually quote on request.

How do I open a shop?

Visit /seller/onboarding. Two steps: complete your shop profile (name, bio, country), then connect Stripe Connect for payouts and Stripe Billing for the monthly subscription. You'll be ready to list once Stripe finishes verifying your identity.

What does it cost?

A flat monthly subscription plus a per-transaction platform fee. Both visible in your dashboard, both detailed at /sell/pricing. Stripe's own processing fees are passed through at cost.

When do I get paid?

Once an order is marked fulfilled and Stripe's clearance window passes (usually around 7 days), the funds are available for payout to your bank. Cadence is configurable from your Stripe Express dashboard.

Can I sell vintage or supplies, not just handmade?

Yes — there's a separate listing type for those. Don't list them as "handmade"; the definition is in the acceptable use policy.

What happens if I take a holiday?

Pause your listings from the dashboard, or set realistic processing times so buyers know when to expect dispatch. The worst outcome is a buyer expecting two-day shipping when you're away for a fortnight.

I forgot my password.

Use the "Forgot password" link on the sign-in page. We email a reset link to the address on the account. The link expires after an hour.

How do I change my email address?

From /account → profile → email. We send a confirmation to the new address; the change takes effect once you click the link.

How do I close my account?

Account settings → close account. Outstanding orders ship, payouts settle, and we delete the rest of your data within 30 days, except records we're legally required to keep (six years for tax-relevant transactions). Full detail in the privacy notice.

The seller hasn't replied for a few days.

Sellers should reply within two business days. Past that, open a dispute from the order page — we'll step in within one further business day.

My item arrived damaged or different from the listing.

Photograph it before unpacking further, message the seller via the order page, and they'll usually arrange a refund or replacement immediately. If they don't, escalate to a dispute.

How long does a refund take?

Statutory deadline is 14 days from receipt of the returned item or proof of postage, whichever is sooner. In practice most refunds process within two to three business days from our end; card networks then take a few days more to surface on your statement.

Where do I read the full returns rules?

The returns policy has the long version — UK statutory rights, timeline, who pays return postage, exceptions for personalised items.

Are you really UK-only?

Sellers must be UK-based. Buyers can be anywhere — sellers choose which countries they ship to.

Do you check listings before they go live?

We moderate listings against the acceptable use policy, mostly through automated flags plus spot checks. We don't inspect every item physically. If a listing looks off to you, click "Report" and we'll take a look.

Do you take any cut beyond the visible fees?

No. The subscription and the per-transaction fee are it. Stripe's payment fees pass through at cost.