I’m a buyer and my purchase appears to be lost, how do I get a refund?

Once a shipment is marked as “Delivered” by the carrier, the order is considered fulfilled. At that point, ownership and responsibility for the goods transfers to you, the buyer. Grailed is not liable for any lost, stolen, or damaged packages after the carrier confirms delivery to the address provided at the point of sale.

A tracking number will be provided prior to shipment, and it is your responsibility to monitor the delivery status and ensure someone is available to receive the package. It is also your responsibility to provide a secure delivery address. We strongly encourage customers to use addresses where packages can be safely received, such as locations with secure mailboxes, package lockers, or doormen.

If you are unable to locate your package after it has been marked as delivered by the carrier, check with household members, building staff, or neighbors who may have accepted the delivery on your behalf.

Notify us promptly if you are still unable to locate your package and we can provide guidance on next steps which may include you reaching out to the carrier or seller directly.

Please note that we cannot offer replacements or refunds for packages marked as delivered (to the address provided at the point of sale) by the carrier but allegedly not received by you.