What If Items Are Missing, Wrong, or Damaged on Arrival?

Quick Answer

If your order arrives with an item missing, the wrong item, or damage, please contact our Customer Care team so we can review it and put it right. Before you reach out, keep all the packaging and items, and take clear photos of what you received.

The right solution depends on your order, and may include sending a missing item, arranging a replacement or exchange, or another resolution after review. Please contact us before returning anything, as the next steps vary by situation.

What should I do if an item is missing from my order?

If part of your order is missing, a few checks often explain it:

Check whether your order shipped in more than one package. If so, the missing item may still be on the way under a separate tracking number, and your confirmation email will note separate shipments.
Open and check all packaging, wrapping, and inner packets carefully. Small or lightweight silk items, such as accessories, are sometimes packed inside another item's wrapping.
Keep the shipping label and packaging until the matter is resolved.

If you've confirmed the item wasn't part of a separate shipment and still can't find it, contact our Customer Care team with your order number and details so we can look into it.

What should I do if I received the wrong item?

If your delivery doesn't match your order, contact our Customer Care team and include:

Your order number
The product name or item details of what you should have received (these are in your confirmation email)
A clear description of what actually arrived
Photos of the item received

Please keep the item, its packaging, and any product tags, and wait to hear from us before returning anything, as the return or replacement process is handled case by case.

What should I do if my package or item arrived damaged?

If your package arrived torn, crushed, or opened, or an item is damaged or defective:

Keep the outer packaging, inner packaging, and all items you received
Take clear photos, or a short video, showing both the damaged packaging and the affected items
If an item also appears to be missing, first check whether it was packed inside another item's wrapping
Contact our Customer Care team with your order details and photos so we can review the issue

Please hold on to everything until we've finished reviewing the case, and contact us before sending anything back.

Can I check the package before I sign for it?

Checking your parcel at the moment of delivery helps protect you if something went wrong in transit:

When the parcel arrives, check whether the packaging is damaged and whether the products are correct. If you spot a problem, you can refuse to sign for the parcel and contact us right away.
If the parcel must be signed for before it can be opened, sign for it and open it in front of the courier. If everything is fine, accept it as usual; if there's a problem, report it to the courier on the spot and contact us immediately. It helps to take clear photos of the outer box, the product boxes, the products themselves, and the waybill or shipping label, so the images are clear and easy to identify.
Please note that once a parcel has been signed for without being checked, the carrier's transit-risk coverage generally ends, which can make a transit-damage claim harder to resolve.

What information should I include when I contact you?

To help us resolve the issue quickly, please include:

Your order number
The email address used to place the order
Photos of the items, the packaging, and the shipping label
A clear description of what's missing, wrong, or damaged
Any carrier or tracking information already available

What happens after I report the problem?

Once we've reviewed your details and photos, we'll confirm the best way forward for your order. Depending on the situation, that might mean sending a missing item, arranging a replacement or exchange, or another solution. If your order included delivery protection, we may help you with that claim as well. If a return is needed, we'll provide the correct return instructions; please ship with tracking, write your order or reference number on the package if asked, and email us the return tracking number after shipping.

In what situations should I contact Customer Care?

Please reach out to our Customer Care team via live chat or the Contact Us page if:

Only part of your order arrived and no separate tracking explains the missing item
You received the wrong item, color, or size
A set or multi-piece order arrived incomplete
An item arrived damaged, stained, torn, or defective, or is missing an accessory
Your package arrived crushed, torn, opened, or empty
You need a return, replacement, or reimbursement reviewed for your order