How do I report a problem?

Overview

If something's wrong with your order — the item is different from what you ordered, damaged, or missing — you can raise it with the store first and then loop in support if you can't get it resolved. Don't tap "Confirm Delivery" while there's a problem outstanding.

Report to the store first

Open the order in "My Orders" and tap the chat icon.
Describe what's wrong and attach a photo if you can — most issues are solved fastest with a picture.
Ask the store how they'd like to resolve it (replacement, partial refund, return).

Escalate to support

If the store isn't responding or you can't agree on a resolution, contact our support team. Include:

Your order ID.
What went wrong and when you noticed it.
Photos or screenshots.
A summary of what the store has already said.

Common issues and where to go

Wrong item, wrong size, or damaged — start a return: see How do I request a refund?.
Missing items from a multi-item order — message the store first with a photo of what arrived.
Order marked delivered but not received — see My order says delivered but I didn't receive it.
Payment issue — see My payment failed or Why was my payment reversed?.

Still need help?

If this didn't fully answer your question, contact our support team and we'll follow up.