Every price on Numonday already includes UK delivery and Buyer Protection. There is nothing to add, tick or pay for at checkout: the price you see on the listing is the price you pay.

Buyer Protection is Numonday’s own guarantee: if your order doesn’t arrive, we refund you in full. You never have to chase the seller yourself. You tell us, and we deal with the seller.

Non-delivery. If your order hasn’t turned up within 10 days after the end of the estimated delivery window shown on the listing and on your order confirmation, you’re covered, whatever the price and whichever seller you bought from.

• Every order placed on Numonday is covered from the moment you pay.
• The refund is everything you paid: the item, delivery and Buyer Protection.
• You don’t need proof of anything. If it hasn’t arrived, tell us.

• Items that arrive damaged or not as described. These are for the seller to put right with a repair, replacement or refund, as they would be in any shop. Contact them using the details in your order confirmation, and if you can’t reach an agreement, email hello@numonday.com and we’ll help.
• Change of mind. If you’d simply rather not keep something, the seller’s own returns policy applies. You’ll find it on their shop page, and any return needs to be agreed with them.
• Personalisation you supplied. If you gave a name, date or message with a mistake in it, we can’t refund the result, so check spellings carefully before you order.
• Digital downloads once they have been delivered.
• Claims made late. Tell us within 30 days of the estimated delivery date. After that we can’t open a claim.

• First, check the obvious places: a neighbour, a safe place, and any “something for you” card from Royal Mail. Most late parcels are one of those.
• Then email hello@numonday.com with your order number and a line saying it hasn’t arrived.
• That’s it. You don’t need to contact the seller first, though you’re welcome to.

We check the order against the seller’s dispatch record and any tracking, and we may come back to you with a question. Once the claim is confirmed, we refund the full amount you paid to your original payment method, normally within two working days.

Refunds go back to the card or account you paid with. It can take a few days for your bank to show it.

Every seller sets a dispatch time: how many working days they need to post an order, or a lead time for pieces made to order. Each listing shows it, for example Posts within 3 working days or Made to order · posts within 2–3 weeks, with an estimated delivery window worked out from it. The same window appears on your order confirmation.

The “not arrived” clock starts 10 days after the end of that window, which gives Royal Mail time for the occasional delay. Working days are Monday to Friday and don’t include bank holidays.

Buyer Protection is paid by the buyer as part of the price they see. It does not come out of your earnings: you receive 100% of your item price and your postage on every sale.

• Lost parcels come to us, not to you. You don’t have to run a refunds process for post that never arrives.
• Damaged or not-as-described items are between you and your buyer, as they would be in any shop. Sort them quickly and kindly; it’s where reviews are won.
• You set your own change-of-mind returns policy on your shop page, and you handle those requests yourself.

If a buyer reports one of your orders as not arrived, we email you the order number. Reply within two working days with what you know: the date you posted, tracking or proof of postage.

If the order was posted within your dispatch time and you can show proof of postage, Numonday covers the refund and your payout stays with you. If an order was never posted, or was posted late without proof, the refund is taken from your payout.

• Set an honest dispatch time in Settings → Shipping, and change it when you’re busy. Holiday mode pauses your shop while you’re away.
• Post within it, and mark orders as posted with the tracking number where you have one.
• Keep proof of postage for every order. A Royal Mail certificate of posting is free, and it’s what protects your payout if a parcel goes missing.
• For anything valuable, use a tracked service and add the tracking to the order.

• Does the buyer pay for Buyer Protection? Yes. It’s inside the price they see. Sellers pay nothing.
• Is it insurance? No. It’s Numonday’s guarantee to the buyer that an order which doesn’t arrive is refunded.
• My order arrived damaged. Is that covered? Not by Buyer Protection. The seller puts it right, as any shop would; contact them first, and email hello@numonday.com if you can’t agree.
• Can a buyer claim because they’ve changed their mind? No. That’s between buyer and seller under the seller’s returns policy.
• How long do refunds take? Normally within two working days of the claim being confirmed, plus your bank’s processing time.
• Who do I contact? Buyers: email hello@numonday.com with your order number. Sellers: reply to the claim email.