First, check whether it shipped separately.
Many orders include items that ship from different locations or on different timelines. If your order had multiple items, the missing piece may be on a separate shipment with its own tracking number.
Check your order confirmation email for more than one tracking link. If a second shipment is listed, your item may still be on its way.
If everything shipped together and something's still missing.
If tracking shows your full order was delivered, but an item wasn't in the package, reach out right away. Please have ready:
Your order number
The name of the missing item
Whether the packaging looked complete when it arrived (no visible damage, nothing that appeared opened)
That helps us confirm the item is missing and get your store credit issued.
What we'll do.
Once we confirm the item is missing, we'll issue store credit for it — see How do I use my store credit? for how to redeem it. We handle the carrier side, so there's nothing you need to file separately.
If your package looked tampered with.
If the packaging was visibly damaged or looked like it had been opened before it reached you, let us know when you reach out. Photos of the packaging help us sort it out faster.
Need help?
Have your order number ready and contact our Customer Experience Team — we'll take it from there.