If your item hasn’t turned up yet, contact the seller directly to ask for help. Sometimes an item takes a little longer than expected to be delivered, or gets lost in the post and good communication can be enough to resolve most issues.
Ask the seller if the item has been shipped and if they are able to provide you with proof of shipping or a tracking code for you to check the status of your order.
If the seller doesn’t get back to you or if you can’t find a solution, please report the issue through the in-app Help section by doing the following:
1. Go to Profile
2. Scroll down to 'Help' under the Support section
3. Click on 'Report a transaction problem'
4. Select the transaction you wish to report
Please note that if you paid outside of the app, you need to scroll to the bottom of your 'purchased item' list and select 'item not shown'.
If you have paid in-app you are covered by Buyer Protection. In this case we will contact the seller and give you instructions on the next steps to take. Unfortunately out-of-app payments such as bank transfers, direct PayPal payments, swaps or cash payments do not offer any protection and there might be very little we can do to help in those cases. Please report the issue anyway so we can work together to keep Depop a safe app.
Classic Payment (PayPal) transactions are investigated within 21 days by Depop and within 180 days by PayPal. Depop Wallet transactions are investigated within 14 days. We understand this may be a frustrating wait but we will do our best to make sure the problem is sorted as soon as possible.