What Should I Do If I Am Facing Issues With My Return?

There may be different types of issues you might face with your return. Here are some common issues and their solutions:

1. Return or Exchange Label Expired

Return or exchange labels expire if not used within a certain number of days from when the return is generated. Once expired, the label becomes void in the carrier’s system and can no longer be tracked. If your label has expired, we recommend submitting a new return or exchange request through our return portal to receive a new label. If you’re unable to submit a new request, your order may be past the return period. In such cases, you may review our "What can I do if my order is ineligible for returns or has passed the return window?" for possible alternatives.

2. Forgot to Include an Item in the Return Package

If you forgot to include an item in your return and have already used our return label, it can’t be reused or reprinted, as it’s valid for one-time use only. Since we can only generate one label per return or exchange request, you’ll need to send the missing item using your own postage. If you need our return address, please reach out to our Customer Experience team.

However, if you haven’t shipped the package yet, you can cancel the current return request and submit a new one that includes the forgotten item. To cancel your return, simply reach out to our virtual chat assistant, and you will be guided through the return cancellation process.

3. The Return Refund Amount Looks Incorrect

The refund amount of your return may appear incorrect due to the following factors:

• If a discount code was applied to your order, the refund total will reflect the discounted price.
• For U.S. and Canadian returns, a $9 USD shipping fee is deducted if our return label was used.
• Orders paid with a gift card will have the refund issued back onto the same gift card code.
• Refund amounts displayed in our return portal are in USD, which may result in differences due to currency conversion.

Please check if any of the above reasons apply to you, if not then please reach out to our Customer experience team.

4. Received Return Label Error Message

Occasionally, our return system may experience delays while generating return labels, leading to an error message. Our team reviews and resolves label errors every morning, and you should receive the correct label via email within one business day. Please keep an eye on your inbox for updates.

5. Need a Commercial Invoice for the Return

If the carrier was unable to accept your return package because of a missing commercial invoice, the required documents are usually programmed into our shipping labels and accessible in the carrier’s system. If the carrier is still unable to process your return, please contact our Customer experience team for assistance.

6. Unable to Submit a Return

If you’re unable to submit a return request, ensure that you are using the correct order number and zip/postal code associated with the items you wish to return. If the order is past the 30-day return period or if the order has items that are final sale, the system will not allow you to submit a return request. In such cases, you may review our "What can I do if my order is ineligible for returns or has passed the return window?" for possible alternatives.

7. Unable to Find the Return Label

If you haven’t received your return label, it may be due to a system error or delay. Our team monitors such errors daily, and you should receive your label via email within one business day. If you still don’t receive it, please reach out to our Customer experience team for assistance.

8. Need to Reprint Return Label and Packing Slip

You can reprint your return label and packing slip through your return summary page. If you no longer have access to this page, you can reach out to our customer experience team, and they can provide you with the link!

9. Need to Edit My Return

There are a few changes or edits you can make to your return request if you still have your return package with you. These are: 

• Change Return Method
  
• Update Shipping or Email Address on your Return
• Cancel Return or Exchange
• Remove or Add Item from Request

These changed cannot be made once the return package is shipped back. Simply reach out to our virtual chat assistant, and you will be guided through the return editing process.

10. Other Return Issues

If you’re experiencing an issue not listed here, we recommend contacting our Customer experience team for further support. They will be happy to assist you with any unique challenges you may be facing.

Important Notes:

• If original payment method is selected for the return request, it will process the refund back to the method used to purchase the order (credit card, gift card, PayPal, etc).
• You cannot add an item to your return request. The request would need to be cancelled an replaced with all items included.
• We only generate UPS return labels and don't provide custom labels for a preferred carrier.
• If an expired label is used, we are not liable if the return package becomes lost. Please ensure to ship the return back to us before the final date provided.