How to Report Damaged or Incorrect ItemsUpdated 6 hours ago
What if something is missing from my order?
We’re sorry to hear that! If you believe an item is missing from your order, please follow these steps:
Check Your Shipment Confirmation Email
Review your shipping confirmation to see which items were included in your package. Some orders may ship in multiple packages, and any unshipped items will be noted.Contact Customer Service Within 90 Days
If your item was marked as shipped but is missing from your package, please reach out to our Customer Service team within 90 days of your order date. We’ll work quickly to investigate and make it right.
What should I do if there’s another issue with my order?
If something seems off—whether it’s a wrong item, a defect, or a delivery concern—please reach out to our Customer Experience team within 90 days of your order date. We're committed to making it right and will work to resolve the issue as quickly as possible.
To help us assist you faster, please include the following with your outreach:
Photos of any damage or defects to the item
If you received an incorrect item, please send a photo of the item received along with a clear photo of the clear bag it came in
If the issue involves shoes, be sure to include a photo of the sticker on the outside of the shoebox showing the size
Your order number or the email address used at checkout
The more detail you provide up front, the quicker we can get things sorted.
Important Note About Chargebacks
If you open a chargeback through your bank or credit card provider, we are legally unable to take further action on your order, including issuing refunds or resolving issues through our support team.
For the fastest and smoothest resolution, we kindly ask that you contact us first before initiating a chargeback. We’re here to help and want to make it right!
If you have any questions at any stage, don’t hesitate to reach out to us at [email protected]. We’re here to help!