How escrow protects you
When you pay for an item on Bambino, your money doesn't go straight to the seller. It's held by Bambino in a secure escrow account until you confirm the item arrived as described. Sellers only get paid after delivery — so if something goes wrong, the funds are still there to refund.
You don't have to do anything to opt in. Escrow is on for every transaction, every time.
Your dispute window
You have 48 hours from the moment your order is marked delivered to flag a problem. Open the order in your account, tap "Report an issue," and tell us what happened — photos help.
While a dispute is open, the seller's payout stays paused. A real Bambino teammate reads every dispute and helps both sides reach a fair outcome. For the full process, see our Disputes page.
Refund policy summary
Refunds are issued back to your original payment method, usually within a few business days of the dispute being resolved. Here's the short version:
- Full refund — item never arrived, arrived damaged in transit, or is significantly different from the listing (wrong item, undisclosed damage, counterfeit).
- Partial refund — negotiated outcome between you and the seller (e.g., a small undisclosed flaw you'd still accept at a lower price).
- No refund — buyer's remorse, the item matches the listing, or the dispute is opened after the 48-hour window has closed.
What's covered
- Significantly Not As Described (SNAD) — wrong item, missing parts, undisclosed damage or wear, counterfeit goods.
- Undelivered orders — tracking shows it never arrived, or it's been lost in transit.
- Damaged in transit — broken on arrival, even if the seller packaged it carefully. Keep the box and send photos.
- Recalled items — if you receive an item under an active CPSC, FDA, or NHTSA recall, contact us immediately.
What's not covered
- Buyer's remorse — you changed your mind, the color looks different in person, or it doesn't fit your space.
- Used as described — the item matches the listing's photos and condition notes, including any disclosed wear.
- Custom or made-to-order items — pieces personalized at your request (monograms, custom dimensions) are final sale unless they arrive damaged.
- Off-platform transactions — anything paid for outside Bambino's checkout. We can't protect what we can't see.
- Late disputes — claims opened after the 48-hour delivery window has closed.
Questions about a specific order?
A real teammate replies within 24 hours.