How Do I Get Help or Follow Up on an Order Issue?

Quick Answer

If you have a question about an order - such as a return, exchange, refund, product concern, or a voucher that isn't working - contact our Customer Care team via live chat or the Contact Us page. Share your order number and a clear description of the issue, along with any photos or receipts that help explain it.

Because many order issues are handled based on your specific situation, our team may ask for a few extra details before suggesting the best next step.

How do I get help with an order issue?

Contact our Customer Care team via live chat or the Contact Us page on our website, and include:

  • Your order number
  • The email address used to place the order
  • A clear description of what you need help with
  • Any photos or screenshots that show the issue, if relevant

Our team will review your order and let you know the next steps.

What details should I have ready?

The exact information we need can depend on the issue, but it helps to have these ready:

  • Order number and the email used at checkout
  • Photos of the item, if you have a product concern
  • A return tracking number, if you've been asked to send something back
  • A postage receipt, if return shipping is part of your request
  • A screenshot from your cart, if a voucher or coupon isn't applying

Sharing the relevant details upfront helps us resolve things faster.

How do I follow up if I'm waiting to hear back?

If you've already contacted us and are waiting for an update, simply reply in the same conversation thread. Keeping everything in one place helps our team pick up where you left off and respond more quickly.

If your question hasn't been fully answered, let us know what's still unclear and we'll continue helping.

What if I've been asked to return an item?

If our team has approved a return or exchange, please follow the return instructions provided for your specific order, since steps can vary from one order to another. After you ship the item, send us the return tracking number, and if we've requested it, the postage receipt as well.

If a carrier or postal service asks for additional information when you send your return, let us know which carrier requested it and exactly what they asked for, and we'll help you sort it out.