What do I do if I've received the wrong order or my item has arrived damaged?
We apologise if you haven't received what you ordered or your item has arrived damaged. Please follow the below steps so our SUBTYPE Curators can assist you.
- Head to our returns portal HERE.
- Follow the steps and select 'dispatch error' as your reason for return.
- Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received).
- Hit submit. Our SUBTYPE Curators will review your claim.
- If approved, you'll be sent a follow-up email with further details.
My item arrived in a damaged shoebox?
The shoebox is part of the experience - so we apologise if it's arrived in a poor/damaged condition.
Please contact our SUBTYPE Curators here and we'll happily assist.READ FULL ARTICLE
Why haven't I received an order confirmation?
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- Your order still being processed in our systems
- A small typo in the email address entered at the checkout
- The email has been marked as spam and has been moved to your junk/spam folder
Please contact our SUBTYPE Curators here if you haven't received your order confirmation via email within 24 hours.READ FULL ARTICLE
Why haven't I received a tracking number?
If you haven't yet received a tracking number, it just means we're working on processing your order.
You'll receive an automated notification with your tracking number once your order has been dispatched. We also recommend checking your spam/junk inbox as it can sometimes land in there.
You can view our Delivery Timeframes to help you estimate the arrival of your order.READ FULL ARTICLE
Why was my delivery returned to sender?
If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse.
Some possible reasons why your order was unable to be delivered:
- Your delivery address was incomplete or incorrect
- No-one was present to receive the parcel
- The delivery was rejected
Once your parcel has been returned to sender, unfortunately, we cannot send the parcel back out to you.
We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for, such as your place of work.READ FULL ARTICLE
Why has my order been cancelled?
We aim to fulfil every order placed on our website, however, if your order has been cancelled or refunded this may be due to:
The item is not available/not in good condition.
If your item(s) have been cancelled, this could be due to stock unavailability, or your item was not in satisfactory condition to be sent out. If this happens, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s).
An error in the listing of the item.
Although rare, if an item on our site is listed with an incorrect price, product description or photo, your order may be cancelled.
Our system has flagged your order for security reasons.
If your order does not pass our security check or we have not received additional information or further verification requested from you, your order may be cancelled. This is to protect our customers, their personal information, and the protection of their funds.
If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our SUBTYPE Curators will provide more information.READ FULL ARTICLE
- The item is not available/not in good condition.