How Do I Pay for an Exchange or Price Difference?

Quick Answer

When an exchange involves a price difference, our Customer Care team confirms the amount for your order and gives you payment instructions. If your new item costs more, we may send a payment link or instructions for the difference; if it costs less, the difference is handled per your order. After you pay, just reply with your payment confirmation so we can process your exchange. To get started, contact our Customer Care team via live chat or the Contact Us page.

How do I pay for an exchange or replacement?

Payment for an exchange or replacement is arranged through our Customer Care team based on your order. The usual steps are:

Contact us with your order number and the item or size you'd like to exchange or replace.
We'll confirm the available option and the amount, if any, for your order.
If a payment is needed, we'll send you a payment link or instructions.
Complete the payment using the link or instructions we provide.
Reply to us with your payment confirmation, such as a screenshot or payment reference.

Once we've confirmed your payment, we can process the exchange and send you a new tracking number when your replacement ships.

What happens if my exchange item costs more than the original?

If the item you want costs more than your original purchase, we'll let you know the additional amount and send you a payment link or instructions for the difference. The replacement is arranged once that payment is complete. The exact amount depends on your original item and the replacement you've chosen, so we'll always confirm it with you before you pay.

What happens if my exchange item costs less than the original?

If your new item costs less than your original, you won't need to pay extra. The difference is handled per your order, and we'll confirm how it applies before completing your exchange. Where a refund of the difference applies, it's issued to your original payment method, typically after we've received your return.

Can I pay extra to keep my original item?

In some cases, we may offer the option to pay for a replacement and keep your original item rather than sending it back. Whether this is available, and the amount involved, depends on your order, so please confirm the details with our Customer Care team. If this option is offered, we'll send you a payment link or instructions, and you can let us know once payment is complete.

How do I confirm my payment so my exchange is processed?

After you complete payment, reply to your support conversation with your payment confirmation, such as a screenshot, payment order number, or transaction reference. This lets us match your payment to your order quickly. Once confirmed, we'll submit your exchange or replacement and email you a new tracking number when it's on its way.

Please note: automated emails may sometimes show your original order's product details for a reshipment. If that happens, you can rely on the item details we've confirmed with you in your support conversation.

In what situations should I contact Customer Care?

Please reach out if:

You want to know whether you can exchange an item and what it will cost.
The price difference you're quoted doesn't match the price you see online.
You're unsure whether a payment lets you keep your original item or requires a return.
You've paid but haven't received exchange or shipment confirmation.
You're being asked to pay again, or the amount doesn't look right.
The replacement item, size, or color in your confirmation looks incorrect.