Specific terms and conditions of the Wallapop shipping service

  1. Shipping areas

National SP-SP

Deliveries are made from/to all of Spain (except Ceuta, Melilla, and the Canary Islands). 

The app does not accept postcodes from excluded shipping areas. 

National IT-IT

Deliveries may be made from Spain (except Ceuta, Melilla, and the Canary Islands) to Italy (except the areas of San Marino, Vatican, Campione d’Italia, Livigno, and Trepalle).

International SP-IT

Deliveries are made from/to all of Italy (except the areas of San Marino, Vatican, Campione d’Italia, Livigno, and Trepalle). 

International IT-SP

Shipments may be made from Italy (excluding the areas of San Marino, Vatican, Campione d’Italia, Livigno, and Trepalle) to Spain (except Ceuta, Melilla, and Canary Islands).

National PT-PT

Shipments can be made from/to all of Portugal (mainland and the islands of Madeira and the Azores).

International PT-SP

Shipments can be made from Portugal (except Madeira and the Azores) to Spain (except Balearic Islands, Canary Islands, Ceuta, and Melilla).

International SP-PT

Deliveries may be made from Spain (except Canary Islands, Ceuta, and Melilla) to Portugal (except Madeira and the Azores).

  1. Cost of service

The buyer must pay the shipping cost, which depends on the weight of the item and the type of shipment selected, and the insurance cost, which depends on the value of the item. The total amount for the service can be checked on the payment summary screen, always before sending the offer. 

The user will be able to benefit from the shipping prices that Wallapop has agreed to with the shipping providers. The user can find the details of the service cost in the “Shipping cost” section of our help centre. 

In the event that the seller chooses the home collection service, it will be the seller who must pay for this collection service and the buyer will still pay for the shipping and handling cost mentioned above. The cost of collection by the seller will be detailed before accepting an offer and will be deducted from the price of the item when payment is made to the seller.

  1. Shipping and service providers

For all contracted services, the shipping processes established by the carrier will be followed, as differentiated below:

National SP-SP

  1. Correos

The seller deposits the package at a selected post office. Wallapop offers the seller 5 calendar days to deposit the package at a post office. 

The buyer can choose between two options:

  • Office delivery: the buyer receives the parcel at the chosen office.
  • Home delivery: the carrier delivers the parcel to the home/address chosen by the buyer.
  1. Seur

Collection and home delivery: The carrier collects the package on the agreed date at the address provided by the seller and delivers the package to the address chosen by the buyer. 

The seller may only select the option of collecting the parcel from the home address with Seur if the buyer has selected the home delivery option. If the buyer selects the option of collecting the parcel from a post office, the seller will only have the option of depositing the parcel at a selected post office.

International SP-IT

  1. Seur

The carrier responsible for operations in Spain is Seur and the carrier responsible for operations in Italy is BRT S.p.A. (BRT). Both carriers are part of the international DPD group.

The seller in SP can choose between two options:

  • Home collection: the carrier collects the parcel from the home/address chosen by the buyer.
  • Seur point: The seller deposits the parcel at a chosen Seur point. Wallapop offers the seller 5 calendar days to deposit the parcel.

The buyer can choose between two options:

  • Delivery at a convenience point: the buyer receives the parcel at the chosen convenience point.
  • Home delivery: the carrier delivers the parcel to the home/address chosen by the buyer.

National  IT-IT

  1. Poste Italiane

The seller in IT can choose between two options:

  • Home collection: the carrier collects the parcel from the home/address chosen by the buyer.
  • Post office: The seller deposits the parcel at a chosen Poste Italiane office. Wallapop offers the seller 5 calendar days to deposit the package at the post office. 

The buyer can choose between two options:

  • Office delivery: the buyer receives the parcel at the chosen post office.
  • Home delivery: the carrier delivers the parcel to the home/address chosen by the buyer.

 International IT-SP

  1. BRT

The carrier responsible for operations in Italy is BRT and the carrier responsible for operations in Spain is Seur. Both carriers are part of the international DPD group.

The seller deposits the package at a selected convenience point. Wallapop offers the seller 5 calendar days to deposit the parcel.

The buyer can choose between two options:

  • Delivery at a convenience point: the buyer receives the parcel at the chosen Seur point.
  • Home delivery: the carrier delivers the parcel to the home/address chosen by the buyer.

National PT-PT

  1. CTT

The seller deposits the package at a selected post office or convenience point. Wallapop offers the seller 5 calendar days to deposit the parcel.

The buyer can choose between two options:

  • Delivery at the post office or convenience point: the buyer receives the package at the post office or convenience point.
  • Home delivery: the carrier delivers the parcel to the home/address chosen by the buyer.

International PT-SP

  1. CTT

The seller deposits the package at a selected post office or convenience point. Wallapop offers the seller 5 calendar days to deposit the parcel.

The carrier delivers the parcel to the home/address chosen by the buyer.

International SP-PT

  1. Seur

The carrier responsible for operations in Spain is Seur and the carrier responsible for operations in Portugal is DPD PT. Both carriers are part of the international DPD group.

The seller deposits the package at a selected convenience point. Wallapop offers the seller 5 calendar days to deposit the parcel.

The buyer can choose between two options:

  • Delivery at a convenience point: the buyer receives the parcel at the chosen DPD PT point.
  • Home delivery: the carrier delivers the parcel to the home/address chosen by the buyer.
  1. Permitted dimensions and weights

Below is a table with the permitted dimensions and weights, depending on the country of origin and destination, the supplier and the service:

 

  1. Delivery times

Below are the approximate transit times from the moment the carrier receives the item until it is delivered to the buyer:

Domestic (SP-SP): 3 business days

Domestic (IT-IT): 5 business days

Domestic (PT-PT): 3 business days

International (SP-IT): 5 business days

International (SP-PT): 4 business days

International (IT-SP): 5 business days

International (PT-SP): 3 business days

  1. Permitted value of items

The maximum amount allowed in the Wallapop shipping service is €2,500. If the price exceeds this amount it is not possible to carry out the transaction through Wallapop Shipping. The minimum amount allowed is €1. It is not possible to accept offers for a lower amount.

  1. Seller and buyer

For more information on how to buy and sell using the Wallapop Shipping service, please check here

  1. Packaging

The seller is responsible for the item’s packaging.

Wallapop shall in no event be liable for any damage caused to the items as a result of incorrect or insufficient packaging.

In this regard, you can consult the tips for good packaging

  1. Returns policy

In general, items purchased on Wallapop cannot be returned or refunded, except in those cases where this is agreed between the seller and the buyer or where Wallapop so decides. In general, the right of withdrawal does not apply to transactions made through Wallapop, except in those cases where the law expressly recognises it, in which case this right must be asserted directly by the buyer against the seller, without Wallapop being liable in any case in the event of non-compliance by the seller.

Wallapop may reimburse the relevant amount, provided that mediation has been assessed through Wallapop. For this purpose, it is necessary to keep the original packaging in order to make any claim.

The following cases are excluded from our returns policy:

  • Withdrawal (voluntary return)
  • Items that are not allowed in our rules of coexistence.
  • Items whose content or functioning we cannot check (cosmetics, perfumes, bottles of wine, air conditioners, etc.).
  • Damaged items or items for parts
  • Differences in colour when this is not reflected in the description.
  • Stained, soiled items, or items with other wear marks
  • Items which are missing accessories that are not essential for their use (buttons, screws, etc.)
  • Discrepancies in the measurements of clothing and footwear
  • Items in good condition but their box or packaging is damaged
  • Items that the buyer has tampered with
  • Products in whose advertisement we cannot see the real condition of the product (internet photos, third party photos, no photos of the item…)

Taking into account the previous return policy, a mediation/dispute between seller and buyer can be opened through our app. Check here for details on the process.

The buyer has 48 hours from the time the package is updated as “Delivered” in the app to open a dispute or contact Wallapop. After that time, the amount of the sale will be released to the seller and it will no longer be possible to make a claim.

Once the return has been accepted, Wallapop will provide the buyer with a shipping code in order to make the return. If the return is not made within 10 days, the money will be released to the seller. Once the seller has received the returned item, the refund will be processed according to the payment method used.

If the return option is not enabled, once the user has contacted Wallapop and the dispute has been accepted, we will proceed to refund the pertinent amount.

  1. Complaint policy

In the case of not receiving an item, the complaint period is 4 months. After this period, it will not be possible to make a claim or recover the package.

In case of possible loss or theft, the user must contact Wallapop. Wallapop will take the necessary steps with the carrier to determine what happened and compensate both buyer and seller if necessary. Resolution may take up to 29 days.

In the event that a package has arrived broken due to a shipping incident, the user has 48 hours from the time the package is updated as “Delivered” to open a complaint with Wallapop.

In case of breakage during shipping, Wallapop will determine whether the breakage was caused by the carrier or by poor packaging of the item. The buyer must provide the necessary evidence to be able to assess each situation. The user has 48 hours from the time the package is updated as “Delivered” to open a complaint with Wallapop through the app. In case it is determined that the breakage has been caused by the carrier, the relevant claim will be opened, which can take up to 29 days to be resolved. In the event that the packaging is inappropriate, the appropriate credit or compensation will be issued, depending on the damage caused to the item.

In the event that an item cannot be delivered to either the recipient or the sender, the user has 90 calendar days from the day on which the first delivery attempt was made to make the corresponding complaint through our contact channels.

If the order goes through customs processing due to misuse of the app by the user, the user must contact the carrier directly to resolve the case.

In the event that no misuse has been made and a shipment goes through customs processing, a period of 60 days is established for Customs to release the shipment. After this period, if the package has not been delivered, we will proceed to compensate both users involved in the transaction.

  1. Shipment tracking

Once the service has been requested, the app will provide both the seller and the buyer with a shipping code to track the shipment and ensure that the package is traceable at all times. 

Both seller and buyer will be able to follow the course of the shipment on the platform or on the logistics providers’ website.

  1. Payment platform 

Payments relating to transactions carried out on the platform are made through Mangopay, which allows payments and collections between users through the Internet in a secure manner. By accessing and making any payment transaction on Wallapop using the integrated payment services of Mangopay, the user confirms that he/she has carefully read, understood and accepted the terms and conditions of use and privacy policy and other legal texts of Mangopay, as well as those of Wallapop. 

In any case, users are informed that Wallapop does not provide electronic payment services nor does it intermediate in their provision. Therefore, users who use the payment platform shall enter into a contract with the payment platform with regard to payment services, to which Wallapop is not a party and which shall be governed by the payment platform’s terms and conditions of contract. 

Any claim or dispute that may arise in relation to the payment services provided by the payment platform should be handled through our customer service.