I’M MISSING AN ITEM FROM MY ORDER!
Firstly, please make sure the item isn’t lost amongst the wrapping or stuck to the inside of the package. Smaller items such as accessories and cosmetics are usually in bubble wrap, or may be amongst other items of clothing or shoe boxes within your order.
If you don’t have any luck finding the item, no worries! Head to our Contact page to get in touch with our Customer Experience team, select Order Issue - Missing Item from the subject dropdown, and be sure to include the following:
- Your name
- Order number
- Email address used to place the order
- Product name and code of the missing item ordered found on your order confirmation email
- Photo of the package if it looks tampered with
- Please have an image of the package ready when you receive a reply because you won’t be able to attach an image using the Contact form.
You can also email our team directly with all of the above to firstname.lastname@example.org.