The marketplace runs on clear rules that protect both sides: a hold window for buyers, fulfilment deadlines for sellers, a transparent fee split, and a dispute process that handles things when they go wrong. This guide ties it all together.
For Customers
Your journey runs: discover a design or designer → message them or book a consultation → agree the piece and pay (at checkout for ready-to-wear, by invoice for custom) → track the order through Processing, Ready for Shipment, Shipping, and Delivered → confirm receipt and leave feedback. You are protected by the 35-minute hold window, the seller's 72-hour dispatch rule, automatic cancellation with full refund if sellers miss deadlines, and the dispute process for anything that arrives wrong.
For Designers and Vendors
Your journey runs: set up your profile and pass KYC → publish your designs or products → take bookings and issue invoices → produce and dispatch within the agreed windows → receive payouts after the five-day clearing period. You are protected by written order agreements, invoice payment deadlines, the appeals process for unfair breach findings, and force majeure rules for events outside your control.
The Rules That Bind Both Sides
Rule | Protects the customer by | Protects the seller by |
35-minute hold window | Allowing last-minute changes | Giving sellers a firm start time |
72-hour dispatch (Sundays excluded) | Reliable delivery | Clear, consistent deadlines |
14-day invoice payment window | — | Preventing endless unpaid production |
Fee Split | Transparent pricing | Predictable earnings |
5-day payout clearing | — | Dispute protection before payout |
Dispute process | Refunds for real problems | Fair review of evidence both sides |
Frequently Asked Questions
Who is responsible for delivery? The seller must get the item to a courier or hub within their dispatch window. Final delivery is handled by the courier, with the platform's escalation rules applying if anything fails.
What happens if a seller leaves the platform with my order? The order still goes through the standard escalation and refund rules. Contact support immediately if this happens.
Getting help
Contact support at [email protected].