Returns & Order Issues
If an item is damaged, incorrect, incomplete, or unsuitable, begin by identifying the issue and contacting support before sending goods anywhere. The appropriate next step depends on what was purchased, whether it was customized, the condition of the item, and the circumstances of the request. This page explains how to prepare an order issue for assessment. It does not establish a new return period, automatic refund entitlement, or replacement promise.
Separate a preference change from an order problem
A request because you chose a different size or changed your mind is different from a report of damage, a manufacturing concern, or an incorrect item. Describe the reason directly so support can review the relevant information. If several concerns affect the same purchase, identify each one and the specific units involved instead of calling the entire order defective without further detail.
Check the product description and the terms provided for your purchase. Eligibility can depend on the product and transaction; applicable consumer rights also remain relevant. General guidance on this page should not be used to assume that every retail item follows the same process or that every customized item is excluded from review.
Retail items and their condition
For an uncustomized item, record the selected variant, when you received it, and its present condition. Explain whether it has been tried on, worn, washed, installed, altered, or used. Retain tags, accessories, instructions, and packaging while you seek guidance. Accurate information about handling is more useful than describing an item simply as “new” when something has changed since delivery.
For apparel fit concerns, compare the received size label and measurements with the listing’s chart using the same measurement method. A preferred fit and an incorrect supplied size are different issues. Do not wash a garment in an attempt to change its size before asking about your options, as that changes the condition being assessed.
Customized and approval-controlled products
Custom work may incorporate names, chapter details, artwork, quantities, or dimensions that were chosen for one buyer. Have the accepted specification and final proof or sample reference available. A later preference for another color or spelling should be distinguished from a departure from the approved instruction. Identify the exact feature at issue and the document that describes it.
Approval does not make every later concern irrelevant. If the received goods appear inconsistent with the confirmed specification, explain the mismatch clearly. Conversely, a screen image may not demonstrate an exact texture or finish unless that characteristic was explicitly specified. Provide the full context rather than relying on an enlarged crop without scale or reference.
Report transport damage
Take photographs of the outside of the parcel, shipping label, closures, internal protection, and affected item. An overall view shows which object is involved, while a close-up can show a crack, dent, tear, or other damage. Keep the packaging and contents available for further instructions. Do not create an unsafe demonstration to make the damage more visible.
Record whether damage was visible when the parcel arrived and whether the carrier left a notice. Delivery questions can be cross-checked using the Shipping guide. If the item could be unsafe to wear or install, stop using it while the concern is unresolved; cosmetic appearance alone does not settle a safety question.
Identify the wrong item or missing contents
Compare the order confirmation with the received item, variant label, and packing information. Photograph identifiers that distinguish similar products, such as size tags or visible product codes. For a wrong custom design, show the whole design as well as the incorrect detail. Explain whether the problem affects one unit, a subset of variants, or everything received.
For a shortage, count the contents carefully and check whether the order has multiple shipment notices. Use Track Your Order to connect each parcel to its dispatch information. An item scheduled in another parcel should not be described as missing from this one unless the packing record indicates it belonged here.
Describe a suspected manufacturing issue
Explain what the item does, what you expected from the listing, and how you first noticed the problem. Include relevant circumstances of use and any visible damage. Avoid testing an uncertain component under load or continuing to ride with equipment whose safety is in doubt. A concise description can be enough to identify the further information needed without attempting a risky reproduction.
Do not disassemble, modify, or repair an item merely to collect evidence. If work has already been done, disclose it along with any professional assessment. For measurements, show the starting and ending points and the unit used. For color or finish concerns, use clear natural lighting when practical and mention the reference against which you are comparing.
Prepare a focused support request
Include the order number, affected product, quantity, received condition, and reason for contacting us. Add a short sequence of relevant events and your requested resolution. Attach only the images and documents needed to explain that issue. For an approved custom order, keep the proof revision identifiable and include any later agreed change rather than assuming support can infer it from an older image.
Club artwork can remain sensitive even when it appears in a complaint. Share it only through the appropriate support route and omit unrelated member information. The Intellectual Property Policy explains how permission questions are handled if the concern involves the use of a mark instead of a physical product defect.
Wait for return instructions before dispatching goods
Contact support to establish whether a physical return is needed and how it should be handled. Confirm the receiving details, reference to include, packaging requirements, and responsibility for any transport or import charges before arranging shipment. The sender address on a parcel may belong to a fulfilment or carrier facility that cannot accept your return.
If a return is arranged, protect the goods appropriately and retain the dispatch receipt and tracking reference. Send the items specified in the instructions, including any requested accessories. A parcel arriving somewhere does not itself determine the outcome of an assessment. Keep the conversation connected to the original case until the next step is confirmed.
Questions about returns and order issues
Can I ask about a problem with personalized goods?
Yes. Personalization does not prevent you from reporting damage, an incorrect item, or a possible difference from the agreed work. Explain whether the issue concerns the approved wording, production execution, or a new preference so the request can be assessed on the appropriate basis.
What if I approved a misspelled name?
Identify the approved version and the spelling now required. Ask whether a correction or new item is feasible, including any cost and timing implications. Do not describe the revised spelling as the original instruction if the saved approval shows something different.
Do I need to return every unit in a group order?
Report how many units are affected and distinguish their variants. Support can then clarify what inspection or return is necessary for the issue. Do not send unaffected goods simply because they share an order number unless the return arrangement calls for them.
Can I install an item while waiting for a decision?
Installation can change the item and make its original condition harder to assess. If fitment or safety is uncertain, leave it uninstalled and obtain the relevant guidance. Tell support if you have already fitted or modified it, including what was done and when.
Does a photo establish the refund amount?
A photograph helps explain a concern but does not independently determine eligibility, responsibility, or a remedy. The order details, specification, condition, applicable terms, and any further assessment also matter. Avoid making a new purchase on the assumption that reimbursement has already been approved.
Where should I send the first report?
Use Contact Us or your existing order-support conversation with the purchase reference and supporting details. State the result you are seeking and preserve the goods while instructions are clarified. Do not use a public post to share private order or payment information.