Start here to follow up a problem with your purchase
Record what happened, send your evidence and follow progress in one secure place.
A person at Hami reviews each request. Hami can contact the seller, but cannot guarantee a refund or any particular outcome.
Invitation-only pilot
Hami is running a small pilot. At the moment only people who have been personally invited can submit a request. If you were not invited, you can still read how the service works or contact us.
How it works
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You submit the facts
Describe the purchase and the problem, and add relevant evidence. You can save a draft and finish it later.
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Hami reviews it
A person checks whether the request fits the service and may ask you questions. Hami contacts the seller only after a staff member approves it.
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Seller response and outcome
The seller can reply through a private link. Hami records the response and the outcome, and you can follow it with your private tracking code.
What to prepare
- Purchase details: what you bought, when, how much you paid, and an order number if you have one.
- The seller: their Instagram page, website, or any other details you have.
- Evidence: screenshots of messages, a payment receipt, or photos of the item.
You can attach up to 3 photos (JPEG, PNG or WebP, up to 5 MB each) and 1 MP4 video (up to 15 MB and 10 seconds).
Only send what is needed. Please do not upload identity documents or full bank statements unless they are genuinely necessary.
Common questions
Who can use Hami?
Hami is for shoppers who have a problem with something they bought from a seller or business, for example an order that did not arrive or an item that was not as described. During the current pilot, only invited participants can submit a request.
What happens after I submit?
You see a confirmation and a private tracking code straight away. That is an automatic acknowledgement. A person then reviews your request and normally responds within 2 to 5 business days. That is a response time, not a time to resolve the problem.
How do sellers respond?
If staff approve contacting the seller, the seller receives a limited summary and a private link to reply. Seller contact is not automatic or guaranteed, and Hami does not share your contact details with the seller.
Who can see my information?
Authorised Hami staff and the service providers that run the service. Only necessary case information is shared with the seller, and your evidence stays private by default. Publication is currently switched off.
How long does it take?
Hami aims to give a human response within 2 to 5 business days, during business hours. How long the whole matter takes depends on the seller and the case, and Hami cannot promise a result.
How do I get help?
Read the Help page or contact us. Hami has no emergency or after-hours support. If you are in danger or need urgent help, contact emergency services.
Ready when you are
Have your purchase details and evidence to hand. You can save a draft and come back to it later.