A dispute over a physical product
When the exchange with the seller leads nowhere.
A dispute is a disagreement that hasn't found its answer between you: a parcel that never arrived, an item that isn't the one advertised, a shipment each of you describes differently.
The order that works
The seller first
Most cases are settled there. See Contacting a seller.
Keep the record
Photos of what you received, a screenshot of your exchanges, the date of the delivery declaration. Your order's detail keeps the product frozen at the moment of purchase: a listing edited afterwards changes nothing about what it shows.
Friym settles it
support@friym.com. By opening their shop, the seller accepted that "buyer-seller disputes are settled by Friym".
Count on 48 working hours for an answer — weekends and public holidays don't count.
What counts in the review
- The timeline: order date, delivery declaration date, dates of your exchanges.
- The gap, shown: what was advertised, what arrived.
- What the seller replied — or didn't reply.
A refund isn't automatic: it depends on what we establish. The Refunded state exists on an order, and only Friym can decide it.
Sellers, this cuts your way too
If you shipped and the buyer disputes it, the same items serve you: proof of sending, your exchanges, the call made before shipping. The advice "call the recipient before shipping" is there for that as well.
Updated on September 14, 2026
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