How can we help?
Search a topic, pick a quick action, or message the trust team — first response within 24 h.
Browse by topic
Eight categories cover almost everything
Orders & delivery
Track, change, or cancel an order. Delivery options and ETA.
Open
Returns & refunds
Start a return in 60 seconds. Return windows, labels, and refund timelines.
Open
Buyer Protection
What's covered, how to open a claim, and how mediation works.
Open
Account & security
Sign-in help, two-factor, address book, password reset.
Open
Payments & invoices
Cards, wallets, BLIK, SEPA. Tax invoices and split payments.
Open
Selling on THEECOMAX
How to list, payouts, performance score, and seller protection.
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EcoScore & verification
How EcoScore is calculated and how eco-claims are verified.
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IMPACT+ membership
Benefits, billing, and how to cancel anytime.
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Most viewed
Popular help articles
How do I track my order?
Orders
How do I open a Buyer Protection claim?
Protection
What's the return window for refurbished items?
Returns
How is EcoScore calculated and verified?
EcoScore
Can I split a payment into instalments?
Payments
What are the seller fees?
Selling
How do I manage IMPACT+?
IMPACT+
My package is missing — what do I do?
Orders
Still stuck?
Talk to a real human, not a chatbot.
The THEECOMAX trust team replies in under 24 h on every channel. For active orders, live chat is available during European business hours.
Channels & response time
- In-app message< 24 h
- Email support< 24 h
- Live chat (EU 09–18 CET)< 5 min
- Crisis dispute (open claim)< 1 h
Response targets, not measured averages. Updated each quarter.