We are so sorry for the mix-up! Our fulfillment team works hard to ensure every order is accurate, but occasionally an error can occur. To help us make this right as quickly as possible, please follow the steps below based on your specific situation.
Scenario 1: You received an item you didn't order
If you opened your package and found an item, size, or color that does not match your order confirmation, please contact our support team with the following details:
Your order number.
The name of the item(s) you actually received.
The name of the item(s) you are missing.
A clear photo of the incorrect item(s) you received.
Scenario 2: An item is missing from your package
If your order confirmation shows more items than were actually inside your package, please let us know immediately. You must contact us within 3 business days of your package delivery date to report a missing item. Before contacting us, please:
Check all packaging: Smaller items like accessories or socks can sometimes get tucked into the folds of larger garments or the bottom of the mailer.
Verify if your order was split: Check your email to see if you received multiple tracking numbers, as your items may be arriving in separate shipments.
If the item is truly missing, please contact us with:
Your order number.
The name of the missing product.
Clear photos of the items you did receive (this allows our warehouse fulfillment manager to investigate the packing process).
Scenario 3: You received someone else's order
While this is an extremely rare occurrence, it can happen if shipping labels are swapped during the final sorting process. If the packing slip inside the bag belongs to a completely different customer, please reach out to us right away with:
Your order number.
The name or order number listed on the incorrect packing slip you received.
Important: Before you ship anything back or start a return
Please do not create a return or ship back any items until you have contacted our support team and received specific instructions.
If you initiate a return and an item is missing from the package without you contacting us first, it will be treated as an item kept by the customer, and a refund will not be issued for it.
Once our fulfillment center management verifies the error, we will provide a resolution, which may include sending the correct item (if in stock) or issuing a refund.