Every order is covered
Buyer protection applies automatically to everything bought through Pickovia checkout. You do not opt in, and it costs nothing.
It arrives, or you get your money back
If a parcel never turns up within the promised window, you get a full refund. No arguing with a carrier on your own.
It matches the listing
If what arrives is materially different from what was described, that is covered — a replacement or a full refund, your choice.
30-day returns as standard
Most items can be returned within 30 days, and some ranges give you 60. Faulty items always ship back free.
Your card details stay yours
Pickovia never stores full card numbers. Only the brand and last four digits are kept, so you can recognise the card on an order.
What is covered
- Your order never arrives within the promised delivery window
- The item is materially different from the listing
- The item arrives damaged or faulty
- Part of your order is missing
- You were charged the wrong amount
What is not
- You simply changed your mind — that is a normal return, not a claim
- Delivery failed because the address you gave was wrong
- Damage that happened after delivery
- Anything bought or arranged outside Pickovia checkout
Changed your mind? That is what the Returns Policy is for, and it is generous.
How to make a claim
Open the order
Go to Account → My orders and find the order in question.
Report the problem
Choose “Report a problem” and describe what went wrong.
We mediate
Support contacts the seller. Most claims resolve within 3 working days.
Get resolved
A replacement or a full refund — your choice where both are possible.
Claims must be raised within 30 days of delivery, or within 30 days of the latest estimated delivery date if the parcel never arrived. Full detail is in the Buyer Protection policy.