The Grailed marketplace is safe thanks to our team of world-class curators and community self-policing. In the rare case something does go wrong, your order may be covered by Purchase Protection. We'll work with you and the seller to make it right.
Any issues must be reported to Grailed within 3 days from the date of when the item is shown as delivered to remain eligible for protection.
Your purchase is covered if Grailed finds:
- the item’s authenticity cannot be verified by us
- the item you purchased materially differs from its description in color, condition, fabric, and/or measurement
- you were sent the wrong item
Please note, if you have any concerns regarding authenticity, you may report the issue at any time for review by contacting us.
We are committed to helping sellers feel safe making sales with us.
Our support team is dedicated to thoroughly reviewing order issues and working directly with you to keep your sales secure from fraudulent activity or certain issues outside of your control.
If you have any concerns regarding your transaction or a buyer’s behavior, please contact us.
How it works
As a buyer, report any issues to Grailed within 3 days from the date when the item is shown as delivered and our team will work with you to find a resolution.
Photographic evidence, written statements and other documentation may be required in order to review your case. For the best outcome, please provide all of the necessary documentation requested in a timely manner.
There may be times we direct you to PayPal to get help with your claim. When applicable, PayPal’s Protection Program entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any, as long as you provide compelling evidence that supports your claim.
Please also be sure to check your "Spam" folder for any correspondence from Grailed or PayPal.
What if my package wasn’t delivered?
If your order is missing, please first check your tracking to ensure it wasn’t delayed. It’s also not uncommon for a carrier to mark a package as delivered 2-3 days before the actual delivery. Depending on your delivery location, you may want to check in with your roommate or neighbors to see if they may have accepted the package on your behalf. If the package has still not turned up, please contact us so we can further research the issue. We may work with the seller or carrier directly at this point to find the best resolution, and you may be required to provide additional documentation in order for us to process your missing package claim.
For sellers, when using your own label, we recommend purchasing signature confirmation. Sellers must purchase signature confirmation if the full amount of the payment (including shipping and taxes) is $750 USD or more. Read more about package claims here.
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