Help & Support
Returns, made clear and stress-free.
Whether your item came from a retailer or an individual seller, we'll walk you through eligibility, process, and timelines, so you always know where you stand.
How returns work on FlyMyMall
Because we hold your payment until items are inspected at our warehouse, most issues get caught before they ever reach you. But when something isn't right, our return process ensures you're protected every step of the way.
When might a return be possible?
Not every situation qualifies, but here are the most common scenarios where a return or refund request can be made.
Item Not As DescribedThe product significantly differs from the listing photos or description.
Damaged in TransitVisible damage occurred during shipping, documented with photos upon arrival.
Failed Warehouse InspectionOur AI inspection flagged a mismatch before the item was ever shipped to you.
Retailer returns vs. private seller returns
The return process differs slightly depending on whether your item came from a registered retailer or an individual peer-to-peer seller.
Retailer Returns
- Standardized return windows, typically 14–30 days.
- Clear published return policies per retailer.
- Faster refund processing once items are received.
Private Seller Returns
- Case-by-case review handled by FlyMyMall support.
- Resolution relies on warehouse inspection evidence.
- Dispute resolution available if seller disagrees.
How to request a return
Follow these six steps to submit a return request and get a resolution as quickly as possible.
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Step 01Open your order details
Go to your Orders page and select the item you'd like to return. Review the listing details to confirm the issue.
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Step 02Select "Request a Return"
Choose the return reason from a guided list: damaged, not as described, or inspection failure.
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Step 03Upload evidence photos
Add clear photos of the item and packaging so our team can verify your claim accurately.
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Step 04Wait for FlyMyMall review
Our support team reviews your request and evidence. Do not ship anything back until approved.
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Step 05Ship back once approved
After approval, you'll receive shipping instructions and a prepaid label where applicable.
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Step 06Receive your refund
Once the item is inspected at our warehouse and confirmed, your refund is released to your original payment method.
Frequently asked questions
For retailer purchases, the retailer's published return window applies, typically 14 to 30 days from delivery. For private seller purchases, raise the issue as soon as possible after your order arrives, since the review relies on the warehouse inspection records from before it shipped.
Yes, always. Wait for FlyMyMall to review and approve your request first. An item shipped back without approval may not qualify for a refund, and you would also carry the shipping cost.
Once the returned item is received and confirmed, your refund is released to your original payment method within a few business days. Your bank or card provider may take a little longer to show it.
The request moves to dispute resolution. Our team reviews the evidence from both sides (your photos, the listing and our warehouse inspection records) and makes the final decision.
When the return is approved because the item was not as described, damaged or failed inspection, return shipping is covered and you'll get a prepaid label where applicable. For other accepted returns, shipping costs may not be refunded.
Still need help with a return?
Our support team is ready to assist you with any return or refund question.