If your return has been lost in transit, please contact the retailer directly. The retailer has the tools to trace your shipment and decide the next steps. Keep your drop-off receipt and tracking number handy.
What happens to my charges?
This works the same way whether you chose a refund or an instant exchange.
- Your return was scanned by the carrier: it counts as shipped, so you won't be charged for not dropping it off. If we'd already charged you because the scan came in after your due date, we reverse the charges once the scan reaches us.
- The retailer can't find your return: the retailer decides what happens under its return policy. If it doesn't accept your return, we may charge the return value to your payment method on file, the same as a rejected return. No unreturned item charge applies.
- Your return was never scanned: we can't confirm it was shipped, so the return value charge and unreturned item charge may apply after your due date. If you have a drop-off receipt, raise a lost package claim with the carrier, then contact our support team with your Return ID and receipt so we can look into it.
Is it your new order that's lost?
If you chose an instant exchange and your new order hasn't arrived, contact the retailer. The retailer ships your new order and can track it for you. Your return is still due by your due date, but if you need more time while your new order is being traced, you may be able to extend it. See What if I can't ship my return by the due date?
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