If you're encountering a problem where your order can't be found in our database, it's possible that the email field is case-sensitive or that a special character like a hashtag has been added to your order number.
To resolve this, please try entering your email address using all lowercase letters and ensure that no special characters are added to your order number.
This should allow you to proceed with creating a return. If you continue to experience difficulties, please don't hesitate to contact our customer service team for further assistance.