Requesting a refund

The seller first

In most cases that's the quickest route. Friym handles neither delivery nor the exchanges between buyer and seller: an order running late, a product that doesn't match, a missed appointment get sorted between you first.

You reach the seller through messaging, from their page. See Contacting a seller.

Then write to us

If nothing moves, we take over: support@friym.com.

When a buyer and a seller don't agree, we're the ones who settle it. The seller knows this — they accepted it when opening their shop — so you don't need permission to write to us.

We'll come back to you within 48 working hours, meaning weekends and public holidays don't count.

What we look at

We aren't looking for whoever seems most sincere. We simply reconstruct what happened: who did what, on what date, whether the product went out, and if it didn't, why.

That's why what you send us matters so much. With nothing, we're left with two versions and no way to tell them apart — and it's almost always the person who showed nothing who pays for it. So take two minutes to gather:

• your order number — the most useful of all, it takes us straight to the right transaction;
• what you ordered and what happened, in order;
• your exchanges with the seller, even if they're short;
• photos, if it's a physical product or if it doesn't match the listing.

One last thing, so as not to leave you hoping: we don't refund automatically. We look at each case, and the answer depends on what we find. Sometimes it's a refund, sometimes it's chasing the seller, sometimes it's establishing that the order was properly fulfilled.

Particular cases

Worth knowing before you buy

A paid order can no longer be cancelled. Cancelling only exists before payment is confirmed. Which is why it pays to ask the seller your questions before paying.