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How to report something that shouldn’t be on Luma, with or without an account, and how to complain if you think we got a decision wrong.
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If something on Luma looks wrong, tell us. If we’ve made a decision about you that you think is wrong, tell us that too.
| What you’ve seen | Where to report it |
|---|---|
| A listing | Report this listing, below the listing details |
| A review |
| Report this review, under the review |
| A shop | Report this shop, at the bottom of the shop page |
| Something in a conversation | Get Luma involved, in the conversation |
| Anything else, or you don’t have an account | Our contact form, choosing Report illegal or harmful content |
The first four need you to be signed in. The contact form doesn’t.
Anything illegal, and anything that breaks our rules. On a handmade marketplace that’s usually one of these:
If a listing isn’t really handmade, reporting a listing explains what to pick. If it’s something that can’t be sold here at all, our prohibited items policy lists those.
We look at what you reported and take down anything that breaks the law or our rules. We might restrict the account behind it too. We’ll confirm your report has reached us.
We won’t tell you the outcome. What happens to someone else’s account is between us and them, whichever side of a report you’re on.
Please only report something you genuinely think is wrong. Reporting a competitor, or someone you’ve fallen out with, is a misuse of reporting under our terms.
If we removed something of yours, restricted or suspended your account, or didn’t act on something you reported, and you think we got it wrong:
We’ll look at the decision again and email you what we decided. If we got it wrong, we’ll put it right.
You can use the same form if you think we aren’t following our own rules on reporting.
If you sell on Luma and we’ve suspended or closed your shop, the email we sent explains how to put your side. Either route reaches us.
report · complaint · safety · moderation · appeal
Still not sure? Write to us and we’ll reply within 5 working days.