If something isn't right, a person sorts it out
Every issue on Maksoob is handled by our team. Here's how cancellations, problem reports and refunds work.
Cancel before it ships
You can cancel an order for free, with a full automatic refund, until the shop marks it shipped. For made-to-order items, free cancellation ends once the shop starts production. After that, open a help request instead.
Report a problem
Open a help request from your order page within 7 days of delivery, or at any time before delivery. Choose what happened and add photos if you can.
- Not received
- Damaged
- Not as described
- Wrong item
- Missing parts
- Late shipment
- Return request
- Payment problem
What happens next
Your request opens a chat with our support team, in real time when you're online and by email when you're not. If the shop needs to be involved, our team talks to them separately: you never deal with the shop directly, and neither side sees the other's conversation.
A person reviews the case and decides the outcome. There are no automatic decisions.
- Full refund
- Partial refund
- Reship at no charge
- Return and refund
- No action, with an explanation
Refunds
Refunds go back to the card you paid with, and you're notified as soon as one is issued. Most banks show refunds within 5 to 10 business days.
Made-to-order and customized items
Made-to-order and customized items can be returned only if they arrive defective or not as described.
If you resell on eBay or Amazon
Your marketplace may give your buyers longer to return items than our 7-day window. Keep that in mind when you set the return terms of your own listings there: you're responsible for the promises you make on your marketplace.
Need to report a problem?
Open a help request from your order and our team will take it from there.