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Lupbox Verification Guidelines

The purpose of the verification process is to ensure fairness for both the seller and the buyer. Lupboxes are priced very low to maximize your opportunity for profit, and to make the selling process as easy as possible for the seller. We also provide tools to make a claim if the contents don’t meet our guidelines. Here’s what you need to know
Claim window: You have 1 week from the delivery date to make a claim. After this, the money is released to the seller, and no claims can be processed.
Private transactions: These are second-hand items exchanged between you and the seller, with no returns or guarantees.
Three key claim areas: Weight, item condition and specified items are the main criteria for filing a claim.
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What to Verify

There are three main aspects to verify when you receive your Lupbox:
Weight Verification

Before opening the box, take a picture of the package on a scale.
- A difference of up to 10% is expected due to variations in scales.
- If there’s a difference of over 10% between the listed and actual weight, you may file a claim.

We only offer refunds for discrepancies greater than 0.5kg, excluding the 10% expected from scales differences.

Specified Items

Specified Items are those that the seller explicitly indicated that are in the box and that make the Lupbox more valuable. If a valuable item is in bad condition, use "Condition of Items" to make the claim. If a specified item is not in the box:
- You can claim from one missing item to maximum ten, as maximum 10 can be explicitly specified.
- To make a claim on this category you need to provide a photo of the weight of the box as explained on "Weight Verification".
- Additionally, you need to provide a photo where all items spread on a flat surface are visible.
- For each missing item approved €1 would be deducted from the value of the box.
- This type of claim will only be processed if the seller provided details on the specified items section. This does not include the description.

We compare your evidence to that of the seller and estimate weight based on the evidence. We ask for your understanding that only with clear evidence we can approve a missing item claim.

Condition of Items
Second-hand items may show signs of use, but they should be fully functional.
- You can claim for items with major flaws like holes or large visible stains.
- Damaged items should account for at least 10% of the total weight of the box to qualify for a price adjustment.
- Take a photo of the items that should be deducted together on the scale.
- As a rule of thumb, you can recover your investment of an item if you can still sell it with signs of use, at least for:
* MIXED: € 0,50
* OUTDOOR: € 1,70
* WINTER:€ 4,00
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Other
Use this category for special cases and / or misleading description if the seller provided that. Provide as much photo evidence as possible to process your claim.
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FAQs

Frequently Asked Questions
What happens after I make a claim?
Once you submit your evidence (photos and description), we compare it with the seller’s input. A resolution will be communicated within 2 weeks.
What if the claim is for less than 3 EUR?
If approved, you’ll receive credit for your next Lupbox instead of a cash refund.
Do I need to return the items if I make a claim?
No, even if a price adjustment is made, you don’t need to return any items.
What if my Lupbox is not shipped within a week?
If your box has not been shipped within the allocated time and the seller didn't request an extension. You will be notified and a refund will be processed.
How long can the seller delay shipping the box?
Sellers have 5 days after the day of the purchase to ship the Lupbox. They can request to delay the shipping (i.e. they are not home) for 1 week. If that happens, the buyer will be notified of the delay.
What if there are wrong style items in the Lupbox?
The style info (boy, girl, neutral, accessories) is just to give you a general idea. Most items will match the description, but not all. It's not a strict guarantee.
What if there are wrong size items in the Lupbox?
The size range is just to give you a general idea. Most items will match the description, but not all. It's not a strict guarantee. However if there are larger sizes than 128, you can add a claim for them to be deducted.
Can I file multiple claims on the same Lupbox?
No, you have 7 days after you received the Lupbox to file a claim. Your claim can be for more than one aspect (i.e. weight & condition of items) but it should be done together.

Do you want to file a claim?

Make sure to add all necessary information for your claim to be processed.
File Claim