Common Vinted complaints and how to handle them

Since it was founded in 2008, Vinted has become the most popular platform in Europe for buying and selling second-hand clothes, shoes, accessories, and more.

As a consumer-to-consumer (C2C) marketplace, it offers an easy, user-friendly way to declutter your closet or find fashion deals. Via the app many people have monetised having a clear out – and feeling better about the ecological impact of their wardrobes.

However, while it can be convenient, Vinted isn’t without its problems. Consumers often aren’t aware of their rights when things go wrong. And while users of the platform enjoy the absence of seller fees, there is minimum help available if a dispute between a buyer and seller arises.

Last month, Vinted was the fourth most complained about company on Resolver. In this article, we’ll look at the most common issues on Vinted and what your rights are as a buyer or seller under consumer protection laws.

Want advice on creating a hassle-free side-hustle? Check out the Resolver guide to second-hand selling

Items not as described

Common complaint:
You order something described as “new with tags,” but it arrives stained or clearly worn.

Your rights:
Under Vinted’s Buyer Protection, you’re entitled to open a dispute if an item is not as described. This also includes if it is the incorrect size, colour, damage, or counterfeit.

What to do:

Take clear photos of the item upon arrival.
Report the issue through the app within 2 days of delivery.
Vinted will hold the payment until the dispute is resolved.
If resolved in your favour, you’ll be able to return the item and get a refund, including shipping in most cases.

Lost or delayed packages

Common complaint:
An item never arrives, or tracking shows it’s stuck in transit for weeks.

Your rights:
Vinted uses tracked shipping methods, so either party can prove where the item is. If a package is lost, Vinted often reimburses the buyer under their protection policy.

What to do:

Keep all tracking info.
If the item is not delivered within the expected timeframe, report it through the app.
If you’re the seller, Vinted usually reimburses you if tracking shows the package was delivered, although this can vary by courier and location.

Scams and fraudulent buyers/sellers

Common complaint:
Scammers may use fake profiles or fake listsings to trick users into sending money or shipping items without using Vinted’s platform.

Your rights:
Vinted’s Buyer Protection will ensure that if a dispute arises you can get your money back. However, this only applies to in-app payments and messages. This means that if you go off-platform and pay via PayPal friends & family or bank transfer, you won’t be protected.

What to do:

Never agree to complete a sale outside the app.
Report suspicious behaviour or profiles immediately.
If scammed, contact your bank or payment provider to request a chargeback.

Blocked or suspended accounts

Common complaint:
Users report being banned or suspended without warning, sometimes after disputes or misunderstandings.

Your rights:
Vinted has the right to suspend accounts based on their terms. You may be banned if you are found to be selling counterfeit or prohibited items, scamming other users, or reported for offensive or inappropriate behaviour. This may be temporary and you will be automatically unbanned within 7-30 days. However, depending on the circumstances, it may be that you are permanently banned.

On their website, Vinted say that even if you are banned, you can still contact them to inquire about the possibility of unbanning your account and should still be able to withdraw earnings from your Vinted Balance. You also have the right to appeal any decision they make by submitting a dispute to a certified out-of-court dispute settlement body or by bringing an action before national courts. However, as Vinted is not yet committed to any specific ADR schemes it is difficult for consumers to escalate their complaints.

What to do:

Contact Vinted support and ask for specific reasons.
Make an official appeal via the appeal link in the message with the official moderation decision. Make sure you explain why you believe the decision was incorrect and provide any supporting evidence for your claim.
If your appeal is rejected but you believe your account has been wrongfully banned, you can will need to escalate the issue via small claims court.

Refund disputes

Common complaint:
Buyers return items, but sellers claim they were returned in worse condition or sellers refuse to accept returns at all.

Your rights:
Private sellers on Vinted don’t legally have to accept returns unless:

The item is defective, fake, or not as described.
The seller is a business (in which case EU law gives buyers a 14-day return right).

What to do:

Always keep return tracking numbers.
Photograph the item before you send it back.
Use Vinted’s dispute resolution system so they act as the mediator.

Tips to stay safe on Vinted

While Vinted is a great tool for sustainable shopping and selling, it’s not immune to the usual online marketplace problems. Understanding your consumer rights and knowing how to act quickly can make the difference between a smooth transaction and a stressful one.

Whether you are a buyer or seller, make sure you:

Always use in-app payments and shipping.
Read seller reviews before buying.
Document everything: messages, photos, tracking numbers.

Have you experienced any of serious issues while using Vinted? Let us know via Resolver Stories – where we shine a light on real experiences of people fighting for fairness and their consumer rights.