Replacement

We take care to pack and handle every order so that products are protected during transit. Shipments are prepared using suitable packaging and sent through delivery partners selected to support reliable service. Because parcels pass through several facilities and are handled by carriers outside our direct control, delays or damage can sometimes occur. If something is wrong with your delivery, contact our support team so we can review the situation and explain the available options.
Please report damaged, incomplete, incorrect, or otherwise problematic deliveries within 30 days of the carrier’s recorded delivery date. Prompt notice helps us review shipping records, inventory information, and order details while they are readily available. We assess each request individually. Depending on the circumstances and product availability, a resolution may include a replacement, refund, store credit, or another appropriate form of assistance. Replacements are not guaranteed if the item is unavailable.
When contacting us, provide your order number and a clear description of what happened. Photographs can be especially useful. If possible, include images of the item, the shipping carton, internal packing materials, the shipping label, and any visible damage. Providing proof of purchase and the relevant details in your first message may help us complete our review with fewer follow-up questions.
Reports are assessed using product and quality standards that take normal manufacturing variation into account. Small differences in color, pattern placement, texture, stitching, or surface finish may occur during production. If these variations do not materially affect how an item works, its strength, or its intended use, they may not be considered defects. Our review focuses on the condition and function of the product as well as the nature of the reported issue.
Shipping packaging is intended to protect the contents, but outer cartons can acquire minor marks while moving through sorting facilities and delivery routes. Light scuffs, small dents, creases, or similar cosmetic wear to a box do not necessarily mean the product inside has been damaged. When assessing a claim, we consider the condition and usability of the merchandise itself.
Some products are sold as blind packs, mystery items, randomized collections, or other surprise assortments. For these products, the specific design, character, color, or variation is not selected by the buyer in advance. If a replacement is approved, the replacement may also be chosen at random and may differ from the original. Receiving a duplicate can be part of the way a randomized collection is designed and is not necessarily an error.
For clothing, shoes, and other wearable items, please review the sizing chart, measurements, fabric information, and care guidance before ordering. Fit can vary between brands and product styles. If the item received matches the size and description shown at checkout, a request based only on personal preference about fit, comfort, or appearance may not qualify for a return or exchange, except where our applicable policy or local law provides otherwise.
A parcel may be returned to us if the delivery address provided at checkout is incorrect, delivery is refused, repeated delivery attempts are unsuccessful, or another issue prevents completion. Where allowed by law, refunds in these circumstances may be reduced by return shipping, handling, or related costs. If a parcel is already with the carrier and you need to request redirection, an address change, or collection from a depot, you may need to contact the carrier directly. Any additional fees charged for these services are generally the recipient’s responsibility.
We review delivery concerns consistently and aim to communicate clearly throughout the process. Providing complete information and contacting us within the stated timeframe gives us the best opportunity to assess your request and identify a suitable next step.