What happens if I have an issue after I receive my order?
- You will get 3 days to file a complaint with Fleek after the order is received.
- We will put you in touch with the supplier so that both parties can make a case.
- If you are not able to come to a common resolution Fleek will make a final decision based on Fleek’s buyer protection policy
What is Fleek buyer protection?
Fleek provides buyer protection to all buyers. If there is any transaction that happens on Fleek, it will be covered by our guarantee. Here are various scenarios that are covered under Fleek’s Buyer protection:
You do not receive the items you have purchased
If you haven’t received your items and there’s been a significant delay. You should go right away and file a ticket with our support team. If we cannot locate your items or deem that the supplier is not going to ship them anytime soon. We will refund you right away.
We only ask you to have patience with shipping times. Otherwise we’ve got your back :-)
The items received are not as described
We ask all our suppliers to disclose the grading of the products. When buying a product please refer to our quality grading guidelines here. If you receive the items and they are not as described based on the quality grading guidelines we will mediate on your behalf with the supplier and will work with them to ensure you are compensated.
If you are buying on a video call you should clarify with the supplier about the grading of the items. We record all content so if there's a dispute we can help mediate.
In case you have issues with quality and the supplier is not able to offer you a resolution we will proceed as follows:
- Provide a partial refund for the items that are not according to the quality grading guidelines.
- In cases where the entire order is bad we will take a full return when the items are returned back. We will always pay for return shipping.
- Please note that there is no way of returning the partial order and in cases of returns the customer needs to return the entire orders
Quality Grading -
All products listed on Fleek should have a Quality Grade in their description. You can use the standard three-level Grading denomination:
PS: Please Note that up to 5% of grading error is possible.
Grade A items are pristine, have no holes or rips, and no broken zippers or buttons. There may be minor stains, but those should be easily washable. These are items that just need a wash and are ready to be sold on retail. Any item with holes, rips, broken or missing buttons, non functioning zips, or large hard-to-wash stains does not qualify.
Grade B items may have moderate wear, may have stains, but those should be washable. Non-removable stains such as bleach & oil stains do not qualify as Grade B. Items may have pinholes or small rips < 1cm. There will be no rips in crotch, pocket or armpits. For workwear and vintage denim rips maybe > 1 cm but would be in areas knees, cuffs as to be expected with vintage character of such items
Broken/missing buttons qualify as Grade B.
2-3 non removable stains less than <0.3 cm each qualify as grade B.
For branded items, missing labels would qualify as grade B.
Items that are in worse but still wearable condition. May have rips or stains that are hard to remove.
You may also list items that have a mix of grading in the bundle(“e.g. mix of Grade A & B”),however, that would need to be highlighted in the description of the product.
Authenticity of items
We have strict policies against the sale of counterfeit products on our platform. However, due to the nature of selling items in bulk, we cannot provide a guarantee of authenticity. We encourage buyers to perform authenticity checks before placing an order. You may request additional pictures and videos from the seller, if needed.
Rest assured that if a supplier guarantees authenticity but the item turns out to be a fake, our comprehensive buyer protection program fully covers the buyer.
How do partial refunds work?
Please read the above section to familiarise with Fleek Buyer Protection.
If there's a partial refund we will offer you in form of a future credit against any order you may want to place on Fleek.
How do returns work?
In the scenario that a partial refund cannot be worked out we will get the items returned and refund you the money on receipt of the items. In case of returns, we will be able to accept only the entire order and not selective/partial returns. In such situations, the customer is expected to package the product after which it shall be picked up by our courier partners.
Please note that for returns to work you need to return the exact items which were sent by the supplier and we will refund the money once items have been verified by the supplier to be what they sent out.
Can I cancel my order and get refunded?
If the items have not been shipped we are happy to refund the money and cancel the order. Once the items are shipped, it may be impossible to cancel the order, especially if it’s an international shipment.
Please always file a ticket with our support team and we will assist you promptly.
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