Reporting an order problem

We're really sorry to hear that there's an issue with your order! We want to help you resolve this as quickly as we can. The easiest way to do this is to report the problem through our online portal. You'll need your order number and billing zip code to get started. You can also check your order status using the track & manage orders link at the bottom of our website.

1. Enter your order number and billing zip code. Please exclude the dash and any numbers that follow.
2. Select 'report a problem.'                                                                                                                         

3. Select the option that best describes the issue you're facing. If you received a gift and prefer that the purchaser isn't notified, please check the bottom box.         

• Report a problem - you'll choose a more specific reason on the next page
• I received extra items I did not order - received wrong quantity or item not ordered
• I never received this order - order is late or lost in transit

4. Continue to the next page, choose the quantity, and select the reason that fits your situation.                                                                                                                                                    

• Arrived damaged or incomplete
• Arrived late
• Changed my mind
• Didn't like it
• I never received this item - item is missing from the order
• Defective                               

5. You'll need to provide some extra details and upload a photo for any damaged or defective items. You can choose to replace the item or receive a refund.
   • Refunds will be issued to the original form of payment or a gift card. If you're a gift recipient, your refund will be on a gift card.
   • Refunds can only go back to the original form of payment within 30 days of receiving the order. After 30 days, all refunds will be on a gift card.
   • An email address is needed to receive a digital gift card.
   • Replacements can be sent to the billing address, shipping address, or another address you choose.

6. Enter the email address where we can send the confirmation and, if needed, a prepaid return label.                                                                                                                                                         

Shipping Your Return

1. Pack the item securely and include the packing slip if you have it.
2. Attach the USPS label to the shipping box and hand it to any postal worker.
3. We'll take care of your return once it arrives at our Brooklyn warehouse. Please allow up to 3 weeks for transit and processing from the day you send it back.

For more details about our return policy, please click here.