If your order arrives damaged, missing/lost, or incorrect, please contact our Customer Experience Team right away. There are three different pathways for each scenario.
Damaged Item:
To report an issue with a damaged item, you can use the returns/issue portal on our website. Upload a photo that clearly shows the problem, select the appropriate option, and submit your claim for review.
If you are returning multiple items, you may receive tracking notifications for all items, even if you have only shipped one. This happens because the tracking link is associated with all returns in the system. Exchanges will not be processed until all items from the order are received. If you are returning items in separate boxes, ensure that each box is shipped as planned. Once all items are received, your exchange will proceed.
When items from your order are shipped in multiple packages, it can sometimes lead to confusion about tracking and managing the shipments. Each package in your order will have a unique tracking link. Use the tracking link provided for your order to monitor the status of each package. If you are missing a tracking link, check your order confirmation email or contact customer support for assistance. Items in your order may ship separately due to availability or shipping methods. If one package arrives before the other, use the tracking link to check the status of the remaining package.
We’re committed to resolving the issue promptly. In most cases, this will result in a refund or replacement, but each situation will be carefully reviewed. To help us assist you quickly, please have your order number and photos ready when you reach out.
Incorrect Item:
If you receive an incorrect item, you can use the returns/issue portal on our website, and submit an exchange request indicating the issue and provide photos of the received item. Once reviewed, the return shipping fee will be waived, and you will receive a prepaid return label and packing slip to send back the incorrect item.
Once your claim is reviewed, you will receive an email with the next steps, which may include instructions on whether the item needs to be returned or can be disposed of. After approval, your chosen resolution (e.g., replacement or refund) will be processed promptly.
*For items shipped via freight carriers, such as large furniture or rugs, additional steps may be required for tracking and delivery. Use the freight tracking link provided with your order to monitor the progress of your shipment. Once the item reaches your local terminal, the freight carrier will contact you to schedule a delivery time.
Missing/Lost Item:
Contact Support: Reach out to our Customer Experience Team to report the issue. Provide details about the missing part or incomplete shipment.
Choose a Resolution: Decide whether you want a replacement, refund, or store credit based on your preferences and timeline.
Follow Instructions: Our Customer Experience Team will guide you through the next steps, including whether you need to return any items.