Buyer Protection

Before it ships, you can cancel. For in-stock items you can cancel any time up until the maker adds a tracking number. Open your order and choose Cancel order.

Made-to-order items.You can cancel freely until the maker begins crafting your piece. Once it’s in production, choose Request cancellation — the maker will approve or decline, since handmade work may already be underway. This keeps things fair for the people making your order.

Once an order has shipped, it can no longer be cancelled — instead, follow the shop’s return policy on Shipping & Returns.

You pay the maker directly through PayPal — Peppaca is not an escrow and never holds your funds. When a paid order is cancelled, the maker refunds you from their own PayPal account, back to the PayPal account you used. Refunds are usually issued within a few days.

You’ll see the order marked Cancelled on Peppaca, and the maker is notified to send your refund.

Because every payment goes through PayPal, your purchase is covered by PayPal Buyer Protection. If a maker doesn’t refund a cancelled order, or an item never arrives or is significantly not as described, you can ask PayPal to step in — generally within 180 days of payment:

1. Log in to your PayPal account and open the Resolution Center.
2. Click Report a Problem.
3. Select the transaction (use your Peppaca order number and the payment date to find it).
4. Choose the reason — e.g. I didn’t receive my refund, Item Not Received, or Item Not As Described.
5. Add details and submit. PayPal will review and can return your money.

Tip: message the maker through your order first — most issues are resolved directly and quickly. Keep those messages, as they help if you do open a case.

Reach us any time at support@peppaca.com, or see how Peppaca works.