Testkoop flags structural issues with Vinted’s delivery and refund policies
An increasing number of consumers are reporting serious problems with Vinted, the popular marketplace for second‑hand clothing, electronics and hobby equipment. Our own editor‑in‑chief (hereafter: the buyer) was recently affected as well. He purchased a nearly new pottery wheel from a seller in Belgium. The total cost was €59.24: €49 for the item, €3.15 for buyer protection and €7.09 for shipping.
The parcel, however, never arrived. Despite repeated attempts to get his money back, Vinted refuses to reverse the payment.
This case is not isolated. A growing number of buyers receive no compensation under Vinted’s so‑called “buyer protection” when a parcel is stolen, lost or incorrectly delivered — even when there is clear evidence that the delivery information is false. In this instance, the DHL courier forged the signature of a former resident who moved out of the apartment building four years ago and now lives in another city.
What went wrong?
No refunds for theft or incorrect delivery
Although Vinted advertises extensive buyer protection, it proves nearly worthless in practice once a courier marks a parcel as “delivered.” As soon as DHL, PostNL or another partner reports delivery, Vinted considers the transaction complete — regardless of evidence of fraud or misdelivery.
Vinted states the following about its buyer protection:
The right of withdrawal under Article 6:230o of the Dutch Civil Code and the statutory conformity rights under Articles 7:17 and 7:18 do not apply. The general consequences of non‑performance under Articles 6:74 and following apply, as well as supplementary performance obligations under Articles 6:27 and following of the Dutch Civil Code. However, if you pay through Vinted, your purchase is covered by our Buyer Protection.
In reality, this protection is an empty promise. In my case — with a 4.8 rating across 56 purchases — the DHL courier forged the signature of a former resident, likely assuming he still lived in the building.
The courier did not forge my signature, because that would have immediately raised suspicion. He also did not know my real name, since I use the username Vintage XL on Vinted. It appears he simply selected a random name from the DHL system to conceal the theft — unaware that the former resident had moved away years ago.
Despite all evidence, Vinted refuses to investigate. If Vinted were to notify DHL that one of their couriers is stealing parcels or forging signatures, DHL could easily identify the responsible courier and question them about the missing packages. Vinted refuses to do so, leaving me empty‑handed: no pottery wheel and no refund.
Fortunately, I still had the former resident’s phone number. I asked him whether the signature provided by DHL was his. He replied — partly in English — confirming it was not his signature.
Limited customer service
Naturally, I reported the theft immediately to Vinted and to the seller. The seller was shocked and stated in writing that this must have been intentional. I share that view: why else would a courier forge the signature of someone who moved away years ago?
Despite all evidence, Vinted refuses to:
- Inform DHL about possible parcel theft
- Verify the signature
- Identify the courier
- Reopen the case
The result: no pottery wheel and no money.
Responsibility shifts to the buyer
In this case, the fraud was relatively easy to prove. In many other situations, it is nearly impossible. Because Vinted and DHL refuse to investigate, buyers are left powerless.
What can consumers do?
- Avoid Vinted, use Ebay, Marktplaats or other plaftforms instead
- Use a parcel pickup point instead of home delivery
- Always check the signature, they even can forge your signature
- Collect evidence (screenshots, messages, photos, witness statements)
Conclusion
Vinted is a popular platform, but its current policy regarding stolen or lost parcels leaves consumers unprotected — even though the company earns tens of thousands of euros per day from buyer protection fees. From my purchases alone, I estimate Vinted has already earned around €200.
Testkoop therefore advises buyers not to make purchases through Vinted, or at the very least to be extremely cautious. The risk that Vinted will not refund stolen or misdelivered parcels is significant — even when there is clear evidence of fraud.