What to Do If You Receive the Wrong Item or an Empty Vinted Parcel

Aktualizované 23.08.2026

Opening a Vinted parcel and finding the wrong item—or nothing at all—can be alarming. What you do next matters: the platform’s standard refund window is short, and discarded packaging or an accidentally completed order can weaken your claim.

Do not press “Everything is OK”. Photograph the parcel, shipping label, packaging and everything inside, then select “I have an issue” in the order conversation. Standard Vinted purchases generally have a two-calendar-day reporting period after the delivery notification. Reporting within that window suspends the order and keeps the payment from being released while the problem is reviewed. ([vinted.com](https://www.vinted.com/help/5/465-the-vinted-refund-policy?utm_source=openai))

Act before the order is completed

For purchases from a standard Vinted member, the refund request period generally lasts two calendar days from the platform’s notification that the order should have arrived. The precise deadline is displayed in the order conversation. If you press “Everything is OK” or allow that period to expire, Vinted completes the transaction and releases the payment to the seller. ([vinted.co.uk](https://www.vinted.co.uk/help/549/465-vinted-refund-policy?utm_source=openai))

Take these steps immediately:

1. Do not confirm that the order is correct.
2. Open the conversation linked to the purchase.
3. Press “I have an issue”.
4. Select the closest available reason for the claim.
5. State what you ordered and exactly what arrived.
6. Upload clear photographs of the parcel, label, packaging and contents.
7. Keep every part of the packaging until the case is closed.
8. Continue communicating through Vinted and follow the instructions shown for that order.

Submitting the refund request suspends the transaction, so the payment remains held while the seller responds or Vinted reviews the evidence. Button names can vary slightly by app version and market, but the process should begin from the order conversation. ([vinted.com](https://www.vinted.com/help/5/465-the-vinted-refund-policy?utm_source=openai))

Collect evidence before moving or discarding anything

Vinted’s refund policy specifically asks buyers to provide photographs of the reported item, the inner and outer packaging, and any visible damage. The platform also recommends keeping the packaging because support may request additional photographs later. ([vinted.co.uk](https://www.vinted.co.uk/help/549/465-vinted-refund-policy?utm_source=openai))

Photograph the unopened parcel where possible

Before opening—or immediately after noticing the problem—photograph:

• Every side of the parcel
• The readable shipping label and tracking number
• Seams, tape and closures
• Tears, holes, crushed areas or signs of resealing
• The parcel’s interior
• All packing material and paperwork
• The complete item or contents you received

Do not repair, clean or throw away the packaging. If the parcel was visibly damaged when collected, ask the carrier, courier or collection-point worker whether the condition can be recorded under its local procedure.

Compare the delivery with the listing

Save the information available in the order record, including the listing photographs, description and your messages with the seller. In your report, identify objective differences such as:

• A different brand, model or product type
• The wrong colour or size
• Missing accessories or bundle items
• Different identifying or serial numbers
• Undisclosed damage
• A device that does not function as described
• An item that appears counterfeit

Avoid writing only that you are unhappy with the purchase. Vinted distinguishes significant discrepancies from minor differences or a change of mind, so a precise comparison makes the claim easier to assess. ([vinted.com](https://www.vinted.com/help/465-the-vinted-refund-policy?utm_source=openai))

Is an unboxing video required?

Vinted’s published refund instructions focus on photographs and a clear description rather than making an unboxing video a standard requirement. A continuous video showing the sealed parcel, readable label and full opening process may still provide useful supporting context, particularly for an expensive order. However, do not delay your report because you did not record one. ([vinted.com](https://www.vinted.com/help/5/465-the-vinted-refund-policy?utm_source=openai))

What to do if the parcel was completely empty

Photograph the inside of the parcel, all packaging material and any opening through which the contents might have been removed or lost. Keep your report factual. For example:

• “The parcel contained only packing paper.”
• “One seam was torn when I collected it.”
• “The outer tape appears to have been covered with a second type of tape.”
• “The parcel did not contain the item shown in the order.”

Do not immediately accuse the seller. An empty parcel could involve incorrect packing, transit damage, interference or a delivery mix-up. Reporting observable facts gives Vinted the information it needs to assess the transaction and, where necessary, investigate with the shipping provider. Vinted states that carrier investigations may be required for suspected transit loss or damage. ([vinted.co.uk](https://www.vinted.co.uk/help/549/465-vinted-refund-policy?utm_source=openai))

What to do if a completely different item arrived

Report the order through “I have an issue” after it is marked as delivered. Vinted’s guidance for a wrong item says the buyer and seller will normally be shown steps for reaching an agreement, arranging a return and issuing the refund. The desired item is not automatically sent as a replacement; if it remains available, it may need to be purchased again after the original transaction is resolved. ([vinted.com](https://www.vinted.com/help/745-seller-sent-the-wrong-item?utm_source=openai))

Photograph the incorrect item from several angles. For electronics, include the model information, serial number, accessories and any visible error or account-lock screen. Do not extensively use, wash, repair or alter the item, because a return must normally remain in the condition reported. ([vinted.com](https://www.vinted.com/help/5/465-the-vinted-refund-policy?utm_source=openai))

What happens after you report the problem

The seller may offer a full or partial refund without requiring a return, or ask you to return the reported item. If the seller disputes your account, Vinted can review evidence supplied by both sides. ([vinted.com](https://www.vinted.com/help/465?utm_source=openai))

If a return is requested:

• Start it through the order’s official return process.
• Follow the displayed shipping instructions.
• Return all included accessories, labels and other contents.
• Pack the item securely and keep it in the reported condition.
• Send it within the deadline shown in the order.
• Retain the receipt, tracking number and photographs of the packed return.

Vinted’s standard policy currently gives buyers five business days after the seller requests a return. Buyers normally pay return postage unless the seller chooses to cover it. The available carrier, payment arrangement and precise deadline shown in your order should take priority. ([vinted.com](https://www.vinted.com/help/5/465-the-vinted-refund-policy?utm_source=openai))

Before handing over the return, photograph the item, its accessories, the packing process, the closed parcel and the return label. This can help if a later dispute arises about what was sent back.

What a successful refund may include

For an accepted significantly-not-as-described return, Vinted says the refund can include the returned item’s price, the original shipping fee and the relevant Buyer Protection fee. Import VAT and fees for optional verification services may also be included where applicable. Return shipping paid by the buyer may be deducted from the refund. ([vinted.co.uk](https://www.vinted.co.uk/help/549/465-vinted-refund-policy?utm_source=openai))

The exact amount depends on the reason for the claim, whether the refund is full or partial, and whether a return is required. Review the amount displayed in the app before accepting a proposed resolution.

Avoid these mistakes during the dispute

Do not:

• Press “Everything is OK” based on a promise from the seller
• Close the issue before the agreed resolution appears in the order
• Return the parcel to an address supplied outside the official process
• Send an untracked return when tracking is required
• Move payment or dispute discussions to another messaging service
• Pay additional money outside Vinted
• Discard the original packaging
• Extensively use, wash or repair the disputed item
• Publish either party’s personal information online

Vinted advises members to keep conversations and payments on the platform. Purchases made outside its “Buy now” checkout do not receive the same platform support or Buyer Protection. ([vinted.co.uk](https://www.vinted.co.uk/help/4/94-metodos-de-pago?utm_source=openai))

What if the order has already been completed?

Contact Vinted support through the relevant order and provide all available evidence, but manage your expectations. Vinted states that once a standard order is completed—because the buyer accepted it or missed the reporting window—it can no longer provide its normal refund, compensation or return process for that transaction. ([vinted.com](https://www.vinted.com/help/1268?utm_source=openai))

You can still ask the seller to resolve the matter voluntarily and report suspicious conduct to Vinted. If the circumstances indicate deliberate fraud, particularly involving a valuable item or repeated behaviour, preserve the order record, payment confirmation, tracking information, photographs and messages in case you decide to contact the appropriate law-enforcement or consumer body in your country.

Purchases from Vinted Pro sellers may follow different rules

The two-day standard-member process should not be confused with rights that may apply when buying from a clearly identified Pro seller. In markets where Vinted Pro operates, buyers may have a longer withdrawal period and additional statutory rights. For example, Vinted’s UK guidance gives eligible buyers 14 days after receiving an order to exercise the right of withdrawal from a Pro purchase. Availability and legal rules differ by country, so check the seller type and the instructions attached to your specific order. ([vinted.co.uk](https://www.vinted.co.uk/help/886?access_channel=hc_topics&utm_source=openai))

A wrong item or empty parcel is not simply a change-of-mind return. Even where an ordinary private-sale purchase cannot be returned merely because it does not fit or suit you, an empty parcel or completely different product should be reported as an order problem immediately.

Reduce the risk on future purchases

Before buying, review the seller’s feedback, listing details and photographs. Ask important questions through Vinted and use the “Buy now” checkout so Buyer Protection applies. For higher-value purchases, save the listing details and consider recording the unopened parcel and unboxing process. ([vinted.com](https://www.vinted.com/help/5/25-buying-basics?utm_source=openai))

Most importantly, inspect every delivery before confirming it. The strongest response to a wrong item or empty parcel is a prompt in-app report supported by clear photographs, intact packaging and a factual description of what arrived.

Sources

1. https://www.vinted.co.uk/help/234?access_channel=vinted_guide
2. https://www.vinted.com/help/1547
3. https://www.vinted.co.uk/help/549/465-vinted-refund-policy
4. https://www.vinted.co.uk/help/548/550-ochrana-kupujuceho
5. https://www.vinted.com/help/1522
6. https://www.vinted.com/help/745?access_channel=hc_topics
7. https://www.vinted.com/help/1450
8. https://www.vinted.com/help/1447
9. https://www.vinted.co.uk/help/51-what-package-size-should-i-select-for-my-item?access_channel=hc_topics
10. https://www.vinted.com/help/726
11. https://www.vinted.com/help/5/25-buying-basics
12. https://www.vinted.com/help/121/744-ive-sent-the-wrong-item
13. https://static-assets.vinted.com/pdf/Terms_of_use_of_Trendsales_%28EN%29.pdf
14. https://static-assets.vinted.com/pdf/Terms_of_use_of_Trendsales_%28DK%29.pdf
15. https://press-center-static.vinted.com/Vaayu_x_Vinted_Full_Climate_Impact_Report_2023_9a4b6352d1.pdf
16. The buyer’s right of withdrawal — https://www.vinted.co.uk/help/886?access_channel=hc_topics
17. https://www.vinted.co.uk/help/4/918-usare-vinted-come-seller-pro
18. Vinted Refund Policy — https://www.vinted.com/help/5/465-the-vinted-refund-policy
19. https://www.vinted.com/help/1470
20. https://www.vinted.com/help/465-the-vinted-refund-policy