How Buyer Protection works
Buyer Protection helps safeguard your online purchases in case your item doesn't match its description, arrives damaged, is counterfeit, or doesn't arrive at all.
Although it's rare to experience issues buying from a seller on Stillwhite, we understand that your wedding dress is special and should be protected.
How does Buyer Protection work?
Every eligible purchase on Stillwhite is protected at no additional cost.
To help protect your purchase, make sure you:
- complete payment using PayPal, Venmo or Stillwhite Payments
- complete the purchase directly through Stillwhite
- have the dress shipped to you — not picked up in person
- keep all communication on Stillwhite
If there is an issue with your dress, please contact the seller through Stillwhite messages as soon as possible.
If the issue cannot be resolved directly with the seller, file a dispute within 4 days of receiving the dress.
What does Buyer Protection cover?
You may be eligible for Buyer Protection when:
- your dress arrives significantly different from the seller's description
- your dress arrives damaged
- your dress is counterfeit
- your dress doesn't arrive at all
Buyer Protection does not cover:
- change of mind
- if the dress doesn't fit
- in-person transactions or local pickup
Any unauthorised changes to the item may impact eligibility for coverage. Please do not clean, alter, or repair the dress before or during the dispute process.
Who provides Buyer Protection?
Buyer Protection is provided by the company that processes your payment.
- PayPal payments are covered by PayPal Buyer Protection.
- Venmo payments are covered by Venmo Buyer Protection.
- Stillwhite Payments purchases are covered by Stillwhite Buyer Protection.
The payment provider also manages any disputes or claims related to your purchase.
Important
To remain eligible for Buyer Protection:
- never transfer money outside of Stillwhite
- never pay using bank transfer or friends-and-family payments
- keep communication and payment activity on Stillwhite
- do not alter, repair, or clean the dress before the dispute is resolved
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