We're sorry you received the wrong item! This can happen occasionally, and we want to make it right as quickly as possible. This article will guide you through the process of reporting the issue and getting the correct item.
✅ Wrong item shipments are covered by our 90-Day Quality Guarantee. We will send you the correct item or provide a full refund, and we'll cover the return shipping costs.
What Counts as a "Wrong Item"?
You received a wrong item if:
- You received a completely different product than what you ordered
- You received the correct product but in the wrong size
- You received the correct product but in the wrong color or variant
- You received someone else's order by mistake
How to Report a Wrong Item
Follow these steps to report the issue:
Do not discard or use the wrong item. Keep all original packaging and tags intact for potential return.
Photograph the item you received, the shipping label, and the packing slip if available. These help us verify the error quickly.
Contact us through our support portal. Select "Wrong item received" as the issue type and attach your photos.
Include your order number, the item you expected to receive, and the item you actually received.
Resolution Options
Once we confirm the error, you'll have these options:
- Replacement: We'll ship the correct item to you at no additional cost
- Full refund: We'll process a complete refund to your original payment method
- Exchange: You can choose a different item if the original is out of stock
📦 For confirmed wrong items, we cover the return shipping costs. We'll provide a prepaid return label or reimburse your shipping expenses.
Returning the Wrong Item
Depending on the situation, we may:
- Ask you to return the wrong item using a prepaid label we provide
- Allow you to keep the wrong item (for low-value items to avoid shipping costs)
- Arrange for a carrier pickup at your address
We'll let you know which option applies to your case when we respond to your request.
Expected Timeline
- Response time: We'll respond to your request within 24-48 hours
- Replacement shipping: Once confirmed, the correct item ships within 2-3 business days
- Refund processing: If you choose a refund, it's processed within 5-10 business days