FAQ Shopper Articles

How Buyer Protection Program Works


Anyone who purchase on Forstep Style Marketplace receives the following guarantees:

1. Full refund if you haven’t receive the order;

You will get a full refund if the order does not arrive within 90 days following the date order placed or product is significantly different then seller’s description.

How it works: All sellers will set a delivery time with a maximum of 90 days. If customer proves order not received within 90 days, buyer will get a full refund.

Full refunds are not available in the following circumstances:

  • Order did not arrive due to factors within your control (i.e. providing wrong shipping address)
  • Order did not arrive due to exceptional circumstances outside your or seller’s control (i.e. not cleared by customs, delayed by natural disaster or disease)
  • Other exceptional circumstances outside seller and/or marketplace control

2. Refund or keep items not as described

Working with your seller can be the quickest way to resolve an issue, as they may be able to issue a refund to you or help with a return. You can get a full refund if the product is significantly different from the product description, or seller can offer you a partial refund and suggest you to keep the product. Seller may offer you a product replacement as well.

How it works: Each seller sets a return policy to resolve issues where the item is not as described (i.e. who is responsible for return shipping costs and in which cases they are offering refunds). If your item is not as described, you should contact your seller first from your account to discuss a resolution related to the case. If you accept the product and want to keep it, you should negotiate a partial refund. Otherwise, you will get a full refund as established by the seller’s return policy which can be found on product price page (item that you have purchased)

If you’ve tried working with your seller, but still need to file a dispute, please contact our customer service and we will investigate the case further.

Due to the ever changing coronavirus (COVID-19) safety precautions, we currently have limited customer service staffing so wait times might be longer. You can still view answers to frequently asked questions on this page.

Thank you for your patience.