What does Forkeeps class as 'significantly not as described'?

There are a range of items for sale on Forkeeps, these include new, preloved, sample and handmade items. Not every item for sale may be in pristine condition.

What does 'significantly not as described' mean?

An item being 'significantly not as described' means that the item which has been received is significantly different compared to the photos or description used in the original listing. 

When listing an item for sale, it's a seller's responsibility to ensure that the description and photos accurately reflect the item. 

Forkeeps will step in to review and resolve the issue if you have bought or sold an item which differs greatly from the description or photos provided.

What does this cover?

Here are some examples of item issues that would be covered by the term 'significantly not as described'

• Incorrect sizes
• Wrong colours 
• Counterfeit items 
• Severe damage to the item 
• Major wear or flaws which were not detailed on the listing 
• Incorrect item/s 
• Missing items

What isn't covered?

• Smells 
• Minor damage on second hand or vintage items 
• Material looks different than it did in the images 
• Doesn’t fit or doesn’t look right 
• Items purchased outside of the Forkeeps BUY button

My item is significantly not as described 

If you have paid through the App or website and your item is significantly not as described, we'll be able to help you out. 

• Take a look at our guide to resolving issues like these here 
• Drop your seller a message to let them know
• Reach out to our Support team with your photos of the item's condition and details of your purchase We'll review your proof against the original listing and may contact the seller to investigate further. You're covered by Buyer Protection if we verify that the item is significantly not as described.

My buyer says the item they received is not as described

If you have sold an item and your buyer is claiming that the item is not as described, you can ask them to contact Forkeeps to open a dispute. Through this, we'll be able to mediate and come to a resolution which protects both of you.

• Stay in communication with your buyer and work toward a resolution which works for both of you
• Ask the buyer to start a dispute by reporting this to our Support team
• Check your emails and provide proof of the item's condition or authenticity if requested