Customer Care
What is the issue?
Guidance
Difficult Scenarios
Internal Reference
Policy Guide
Lost Packages
All Regions
Under 14 days: Within normal window. Advise customer to monitor tracking and follow up at day 14.
14+ days no delivery: Open carrier investigation. Follow up within 2–3 business days. Reship or refund once confirmed lost.
Under 14 days: Within normal window. Advise customer to monitor tracking and follow up at day 14.
14+ days no delivery: Open carrier investigation. Follow up within 2–3 business days. Reship or refund once confirmed lost.
Delivered, Not Received
All Regions
Standard address: Marked delivered = order fulfilled. No reship, no refund.
Apartment — unit number provided: Delivered to building. Customer responsible for retrieval from front office or leasing desk. No reship, no refund.
Apartment — unit number missing: Incomplete address provided by customer. No reship, no refund.
Standard address: Marked delivered = order fulfilled. No reship, no refund.
Apartment — unit number provided: Delivered to building. Customer responsible for retrieval from front office or leasing desk. No reship, no refund.
Apartment — unit number missing: Incomplete address provided by customer. No reship, no refund.
Returns & Sizing
US Customers
Free returns & exchanges via the self-service portal with a prepaid return label.
CS handles portal escalations only. If customer bypasses portal requesting cash refund: approve.
Free returns & exchanges via the self-service portal with a prepaid return label.
CS handles portal escalations only. If customer bypasses portal requesting cash refund: approve.
International
No return shipping. Customer destroys the product and provides photo evidence.
Resolution after evidence: store credit, refund, or exchange — determined case by case.
Damaged items: Request photo of damage. Approve refund or replacement immediately — no destroy required.
No return shipping. Customer destroys the product and provides photo evidence.
Resolution after evidence: store credit, refund, or exchange — determined case by case.
Damaged items: Request photo of damage. Approve refund or replacement immediately — no destroy required.
Fraud & Risk
All Regions
Any high risk order: Cancel all orders from that customer including medium risk. Notify customer of cancellation.
Medium risk — single order: Request bank app screenshot. Hold until verified.
Medium risk — multiple orders: Request proof covering all orders. Hold all until verified.
Any high risk order: Cancel all orders from that customer including medium risk. Notify customer of cancellation.
Medium risk — single order: Request bank app screenshot. Hold until verified.
Medium risk — multiple orders: Request proof covering all orders. Hold all until verified.
Late Deliveries
All Regions
Under 14 days: Within normal window. Advise patience.
14+ days undelivered: Open carrier investigation. Reship or refund as appropriate.
Under 14 days: Within normal window. Advise patience.
14+ days undelivered: Open carrier investigation. Reship or refund as appropriate.