What information should I provide?

To help us and the store investigate your claim, it's best to provide as much supporting evidence as possible. Below are examples of what you can provide.

  • Proof of contact with the store regarding the issue 
  • Order status and shipping tracking details (if you haven't received your order yet, you should contact the store to check the expected delivery time)
  • Images and/or videos of the damage, any missing pieces, and the item reference ID
  • Evidence of the item ordered (if you received an item that was damaged, not as described or missing pieces) 
  • Images of the item, its Stock Keeping Unit (SKU), and tracking details such as its Air Waybill (AWB)  which clearly show that the item was returned (for refunds and returns).
  • A detailed description of the issue to let our Support team suggest the necessary actions the store needs to resolve the issue.


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