I have received a fake elmis cream twice and I can't seem to contact ebay to sort out my dispute

[juliestewart]

HELP I have received fake ellmis cream. I can't put in a claim as the option is not on the resolution page, /I had to launch an appeal under item never received as this is the closest too what happened as I received a fake item. I contacted the seller who said he will refund if I take down the feedback down and I don't need to send it back. I can't take the feedback down even though it is true and I am stuck , with expensive fake cream 

How do you speak to ebay please .

[**peaseblossom**]

If it's still within 30 days of the delivery date you should be able to start a return on here:
https://www.ebay.co.uk/help/buying/returns-refunds/return-item-refund?id=4041
select "Doesn't match description" and escalate it to eBay after 3 complete working days.

If it's more than 30 days it's too late to do anything via ebay but contact your payment provider and ask about a refund or chargeback.