Buyer protection
We help when something goes wrong.
Last updated: 2 October 2026
Manual review
A person reviews every dispute.
Your return rights
As the law requires.
One-tap contact
Reach Ylon from your order.
About this page
Ylon is a platform of independent shops. Payment goes directly to the shop you buy from. We help when something goes wrong: we review disputes manually and connect you with the shop or the Ylon team.
How we help
If your item didn't arrive, the wrong one came, or it's damaged — write to us. We'll review your request personally and help find a solution with the shop. You can reach us right from your order — in one tap.
Confirming receipt
Once the shop marks your order as handed over, confirm receipt on the order page or tap “Report a problem” if the order hasn’t arrived or something is wrong. If the order has no tracking number — for example, the shop hands it over at pickup or with its own courier — and you don’t respond within 5 days of the handover, receipt may be confirmed automatically. We’ll remind you in advance if your order notifications are on. An automatic confirmation doesn’t take away your statutory rights, and you can still report a problem afterwards.
Returns
You have the right to return a quality item within the period set by consumer protection law. The seller shop handles the return and its terms; we help if difficulties arise.
Disputes
When you can't reach an agreement with the shop, we step in. Describe the problem — we'll review the request and help find a solution. This is a manual review: a person from the Ylon team looks at every case.
Support on our side
In certain disputed situations we may meet you halfway and support you at our discretion, even when we are not formally obliged to. The Ylon team makes this decision case by case.
What to keep in mind
Payment goes directly to the shop, so Ylon does not hold your money and does not transfer the payment itself. We don't set review deadlines and don't promise a specific outcome — but we always try to help. The shop sets the terms for the item, delivery, and returns.
Get in touch
Open the relevant order and tap «Contact Ylon» — we'll reply in chat. If you don't have an order yet, message the shop directly from the product card.