The product doesn't match the description
Gathering what shows the gap, and who to send it to.
An item that isn't the one advertised, a service that didn't happen as agreed, a file that bears no relation to the listing: all of this gets dealt with, but the order of operations matters.
First of all: don't confirm receipt
Confirming means closing
"Confirm receipt" ends the order and releases the seller's payment. If what you received doesn't match, don't confirm: write first.
A reminder: without an answer from you, the order is automatically confirmed after 5 days. Don't let that deadline slip.
Gather what shows the gap
- photos of what you received;
- the product listing as it was — your order's detail keeps the product frozen at the moment of purchase, even if the seller has edited or deleted it since;
- your exchanges.
The seller can't rewrite history
The name, photo, price and quantity recorded on your order are those of the day you bought. A listing edited afterwards changes nothing about what your order shows.
Write to the seller, then to us
Start with them: plenty of cases are settled with a replacement or a gesture of goodwill. See Contacting a seller.
With no reply, or if the disagreement stands, write to support@friym.com with your order number and the items above. Photos weigh heavily in the review.
Count on 48 working hours for an answer — weekends and public holidays don't count.
Updated on September 14, 2026
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