How Do I Report a Problem With My Order, Return, or Delivery?

Quick Answer

If something has gone wrong with your order, a return, or a delivery, contact our Customer Care team via live chat or the Contact Us page. Describe clearly what happened, include your order number, and add any photos that help explain the issue. We'll review your case and let you know the next steps.

Because each situation is a little different, the right resolution depends on the details of your order, so the more you can share, the better we can help.

How do I report a problem?

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 went wrong
  • Photos or screenshots, if they help show the issue

Once we have these, our team will look into your order and follow up with you.

What kinds of problems should I report?

You're welcome to reach out about any of the following:

  • An item that arrived damaged, faulty, incorrect, or not as expected
  • A concern about a shipment, parcel, or delivery
  • A return that hasn't been resolved or that you're unsure about
  • A question about an order rule or return rule
  • Any other concern about your order that you'd like us to review

If a previous message didn't fully resolve your concern, let us know - we're happy to take another look.

What details should I have ready?

To help us review your case quickly, please have these on hand:

  • Order number and the email used at checkout
  • A clear description of the problem and when you noticed it
  • Photos of the item or packaging, for a damaged, faulty, or incorrect item
  • Any tracking or delivery details, for a shipping or delivery concern

Sharing as much detail as you can upfront usually means a faster resolution.

What happens after I report a problem?

After you get in touch, our team will review the details of your order and follow up with you. We may ask a few questions or request additional information so we can fully understand what happened.

If your concern is still open after an earlier reply, simply respond in the same conversation thread, and we'll continue working with you until it's sorted out.