Eligible orders
Protection applies when the item is bought and paid for through EquiCloset, the order follows the supported delivery or collection process, and the account and item comply with our terms.
What may be covered
An item that does not arrive, is materially different from the listing, arrives with undisclosed significant damage, or is found to be counterfeit may qualify for review. Change of mind, fit issues disclosed by the measurements, normal wear shown in the listing and off-platform transactions are generally not covered unless consumer law says otherwise.
How the process works
- Pay only through EquiCloset.
- Keep messages and tracking inside the order where possible.
- Inspect the item promptly after delivery.
- Use the order page to report a problem before the displayed protection deadline.
- Keep the item and packaging while support reviews evidence and return instructions.
Seller funds
Eligible seller funds remain unavailable during the delivery and protection window. A dispute freezes release while support reviews listing details, messages, tracking, photographs and provider records.
Decisions and refunds
Support may request information from both parties. Approved refunds are returned through the original payment provider where possible. Payment-provider processing times are outside EquiCloset's direct control.
Need help?
Open the affected order first, then contact support with the order number and a concise description of the problem.
