I sent my return without using the Returns Portal — what do I do?Updated 8 days ago

If your return was not lodged through our Returns Portal, please note that the return remains your responsibility and we cannot guarantee it will be processed correctly without the required return information.

If you have already sent your return using a different return label or outside of our portal, please contact our Customer Care team with your tracking number as soon as possible so we can investigate.

Please note, we’re unable to process an exchange, store credit, or refund until the returned parcel has been received and reviewed by our warehouse team. Once delivered, this review can take up to 10 business days.

To help avoid delays and ensure your return is processed as quickly as possible, we strongly recommend always using the return label provided through our Returns Portal.

In most cases, eligible returns will be offered either a free return label when lodged correctly through the portal.