What happens if my order never arrives or is not as described?

What protection a buyer has on Makli: how disputes work, when you can cancel, and what happens to your money if a maker does not deliver.

Checked against the national sources on 2026-08-05.

What happens if my order never arrives?

You can open a dispute. If an order is significantly delayed you have the right to cancel it and be refunded, and Makli steps in when a maker and a buyer cannot resolve it between them. Payments run through Stripe, so your card protections apply as they would anywhere else.

What if the item is not what was described?

That is grounds for a dispute too. It covers an item that arrives significantly different from how it was described or photographed, and an item damaged because it was not packed well enough. Handmade pieces vary a little by nature, and a maker is expected to say so in the listing; genuine variation is not the same as a wrong item.

Can I change my mind after ordering?

In most cases yes. Buying from a business in the EU gives you 14 days to change your mind on a ready-to-ship item, without giving a reason. Pieces made to order for you specifically are the usual exception, and a listing tells you before you buy.

This is a summary, not legal advice. If you are unsure about your situation, check with your national scheme or an advisor.