Chargebacks

If a customer has a payment reversed through her bank or card issuer (chargeback), we inform you by email. Within five working days after that you send us the evidence with which the chargeback can be disputed: proof of shipping, proof of delivery, correspondence with the customer. We submit it to the payment provider, because the dispute runs through our Stripe account. We do not carry out our own substantive or legal review of the case.

As a rule, you as the brand bear the value of the goods and the chargeback fee, because the customer relationship for your order lies with you. If we win the dispute, there is no deduction for you. If the chargeback is demonstrably due to an error on our part, we bear it. We inform you of the outcome by email with reasons; if you disagree, you raise an objection within 14 days under Settings ▸ Appeal (see Complaints and the figures on them).

If the payout to you has already been made, the amount is offset against future payouts. If future payouts are not enough, we invoice the amount; it is due within 14 days.