How Do I Manage My Replacement or Exchange Order?

Quick Answer

Once your exchange or replacement is being arranged, our Customer Care team handles it together with you in your support conversation. We'll confirm the item and size you want, let you know about any address or shipping details, and tell you what happens if your new item costs more or less than the original. To make any change to a replacement order, contact our Customer Care team via live chat or the Contact Us page as soon as possible, since these orders are prepared quickly.

How do I confirm the size or item for my replacement?

When we set up your replacement or exchange, we'll ask you to confirm the exact item you want to receive instead. Please reply in your support conversation with:

The product name
The size you want
The color and style
The quantity

Confirming these details clearly helps us send the right item the first time. If your desired replacement size differs from your original order, just let us know and we'll check availability for you.

Can I change the shipping address on my replacement order?

If the shipping address or phone number on your replacement order is wrong, contact our Customer Care team right away. Because replacement orders are prepared for dispatch quickly, the sooner you reach out, the more likely we can help.

If a replacement has already been processed and we can't edit the destination, we'll explain your options for your specific situation. To avoid delays, please send us the complete corrected address, including recipient name, full street address, any apartment or unit number, city, state or province, postal code, country, and phone number.

Is shipping included for my replacement order?

Shipping arrangements for a replacement depend on your situation, and we'll confirm the details with you directly. In some cases there's no additional shipping fee for the replacement shipment. If your replacement involves a payment, we'll let you know the amount and provide instructions, and your shipping details are confirmed once any required payment is complete.

If you've already paid but haven't received your shipping details, or the amount doesn't match what we quoted, contact our Customer Care team and we'll sort it out.

What happens if my exchange item costs less than the original?

If the item you choose for your exchange costs less than your original item, the difference is handled per your order, and we'll confirm how it applies before completing your exchange. Please let our Customer Care team know during your exchange request so we can review the remaining value for your order. If you'd like to understand how price differences work in general, see our article on how to pay for an exchange or price difference.

How is my replacement processed after I return the original?

For an exchange that requires returning your original item:

Confirm the replacement item and size with our Customer Care team.
Follow the return instructions we provide, including marking your return reference on the package.
Send your return and share the tracking number with us right away.
Your replacement is arranged once we've received your returned package.

Please don't send anything back before confirming the current return steps with us, as they can vary by order. Exchanges are typically processed within about five business days of our receiving your return.

In what situations should I contact Customer Care?

Please reach out if:

You need to confirm or change the size, color, or item for your replacement.
The shipping address or phone number on your replacement order is incorrect.
You want to confirm whether shipping is included for your replacement.
Your exchange item costs more or less than your original item.
You've paid for a replacement but haven't received shipping or tracking details.
You've shipped your return and want to confirm the next steps for your exchange.