Depop customer service phone number — definitive guide for buyers and sellers

Does Depop have a public customer service phone number?

Short answer: No. Depop does not publish a general customer service phone number for buyers or sellers. Since 2019–2022 Depop has moved customer support into digital channels (in‑app messaging and a centralized Help Centre) and routes all individual dispute and account enquiries through those systems rather than a call centre number.

This design is intentional: Depop uses a ticket-based support flow so that case histories (conversations, screenshots, tracking numbers, payment receipts) are preserved. If you search the official Help Centre (https://www.depop.com/help/) you will find the standard guidance and the “Contact us” flow; calling a phone number is not listed as an available option for general support.

Exact channels to contact Depop (what to use now)

• In‑app support: Open the Depop app → Profile → Settings → Help & Support (or Help Centre) → Contact Support. This creates a ticket attached to your account and listing IDs, which is the fastest route for order/transaction issues.
• Help Centre and web form: Visit https://www.depop.com/help/ and use the specific article for your issue (Orders, Payments, Accounts). Articles contain a “Contact us” link when a form submission is required.
• Support email (for some regions): [email protected]. Use this only if the in‑app route fails; include order ID/listing URLs and screenshots if you email.
• Payment disputes: if the charge was processed via PayPal or a card, you can open a dispute with PayPal or your bank after contacting Depop. Keep Depop communications as evidence.

Do not rely on unofficial phone numbers or third‑party “support” services. These are frequently scams. Depop’s Help Centre and the official [email protected] email are the only verified public channels.

What to prepare before contacting support

• Order identifiers: order number, buyer/seller username, listing URL or listing ID, exact sale price and date/time (UTC). Support triage depends on these precise identifiers.
• Proof: photos of the item, screenshots of the listing, screenshots of your conversation with the buyer/seller, tracking number and carrier name, payment receipt (Stripe/PayPal confirmation). If you shipped, include proof of postage and tracking scans.
• Clear timeline: one‑line summary (e.g., “Item sold 2025‑07‑15, buyer reported ‘not as described’ 2025‑07‑21, offered refund, buyer escalated on 2025‑07‑24”). Dates reduce back-and-forth and shorten resolution time.

Providing a compact packet of evidence in your first ticket shortens average resolution time considerably. Agents typically ask for missing evidence, and every additional message resets the queue time.

Typical response times, operating hours and expectations

Expect an initial automated confirmation immediately and a human reply within 24–72 hours for routine enquiries; more complex disputes (investigations involving payments, refunds or fraud) can take 7–21 days. These are operational averages: during peak periods (Black Friday, end of academic terms, major app updates) delays can extend beyond three weeks.

Depop teams operate primarily in the UK and US time zones; most tickets are triaged during business hours (Mon–Fri). If you need time‑sensitive action (e.g., stopping a shipment), add that to the subject line and include tracking/dispatch evidence — it increases prioritisation.

Common problems and step‑by‑step resolutions (practical)

1) Item not received

If an item status is “delivered” but the buyer reports otherwise, collect the carrier tracking number and delivery confirmation first. Ask the buyer to check with neighbors and the carrier; most carriers provide GPS proof or photo evidence for deliveries. Submit that proof to Depop via your support ticket.

If the carrier shows no delivery and tracking is stalled, open a carrier claim immediately (required for many refunds) and include the claim number in your Depop ticket. If payment was via Depop Payments (Stripe), the platform requires this documentation to adjudicate a refund or loss.

2) Item not as described / returns

Depop’s marketplace model expects buyers and sellers to resolve returns directly first. If direct negotiation fails, escalate to Depop support with photos of the received item and the original listing. Be precise: highlight discrepancies (stain measured as X cm, wrong size tag, missing parts).

Depop charges a 10% selling fee on the item subtotal and uses a third‑party processor for payments (e.g., Stripe or PayPal depending on region). Refunds are processed back to the original payment method; bank posting times vary (2–14 business days depending on issuer).

3) Account suspension or verification issues

If your account is suspended or flagged, you will receive an email with the reason. Typical causes: policy violations, multiple buyer disputes, or verification failures. Submit clear ID and requested documents through the secure upload link in the support ticket rather than emailing scans directly.

Verification escalations often require 72 hours to 10 business days for human review. For urgent business-impacting suspensions, include sales metrics (e.g., last 30 days: £X sales, Y transactions) to support the case for expedited review.

Escalation, chargebacks and external options

If Depop support cannot resolve a payment dispute, you have three practical escalation routes: 1) open a dispute with PayPal (if used), 2) initiate a chargeback through your card issuer (most banks accept chargebacks up to ~120 days from transaction), or 3) file a complaint with your local consumer protection agency. Keep Depop ticket references and all evidence when you escalate externally.

Chargebacks can reverse funds quickly but are a last resort — they may restrict seller accounts while investigations proceed. Depop’s policy and evidence requirements are oriented toward minimizing unnecessary chargebacks, so exhausting in‑app support first is usually the fastest path to a satisfactory outcome.

Practical final tips and sample message templates

Be concise and evidence‑led. Subject line template: “Order #123456 — item not received — tracking [carrier] [number] — buyer username: @example”. In the first message include the one‑line timeline, the most critical evidence (tracking screenshot or photo), and your desired outcome (refund, resend, partial refund). That clarity reduces resolution time.

Keep copies of all Depop communications and carrier receipts for at least 180 days after the transaction; that’s the window most processors and banks will ask about. For urgent business or high‑value disputes (items over £500/$500), consider documenting losses and contacting your payment processor directly in parallel after lodging the Depop ticket.