What to do if an item is missing

Short answer: First check whether the order was split into two shipments. If not, contact the shop with your order number and state exactly what is missing, so they can quickly work out what happened.

Split shipments are common

If items sit in different warehouses, or one item is temporarily delayed, they are sent separately and the second parcel arrives later. It can look as if something is missing when the rest is simply on its way. This also applies to orders from all men's clothing, where several items in one order may arrive separately.

How to tell if an order is split

Look at the order confirmation and the tracking. If the order has been split, it usually says so there, and there may be two different tracking numbers. Also check your email for an extra shipping notice. If there is a new tracking number, you can follow the second parcel and see when it is expected.

Check the packing slip

The packing slip in the parcel shows what was actually sent, and it can differ from the order confirmation. Compare it line by line with what you ordered, for example a bamboo boxer, and check quantity, size and colour. Then you know exactly what is missing before you write to the shop.

Look through the parcel carefully

Small items can hide in the packaging, especially if they are packed in a separate bag. Take everything out, unfold the paper and check the bottom of the box. It sounds obvious, but a missing item often turns out to be at the bottom. That saves both you and the shop an unnecessary message.

Report it straight away

Shops often have a deadline of a few days for reporting missing items. The sooner you write, the easier it is to work out what happened. Write with the order number for your bamboo socks for men and women or the missing item as soon as you have checked the parcel and slip.

What to include

Give the order number, item name and the quantity missing. Mention that you have checked the packing slip and tracking, and whether either says anything about a split shipment. A photo of the packing slip can help too. The more precise the message, the faster the shop can find a solution.

What the shop does

The shop checks what was packed and whether part of the order is still on its way. If the item is missing, they find a solution with you, for example by sending it afterwards. You do not need to do anything else except reply if they need more information.

Keep the parcel until it is settled

Keep the packaging and packing slip until the matter is closed. It makes things easier if the shop needs more details along the way. Once the missing item has arrived, you can throw out the packaging and start wearing your new clothes.

Frequently asked questions

How quickly should you report it

Within a couple of days of receiving the parcel. The sooner the shop hears from you, the easier it is for them to find out what happened.

What should you include

Order number, item name and quantity missing. A photo of the packing slip makes it even easier for the shop to see what was sent.

Can a parcel be split without notice

Yes, but it is usually shown in the order confirmation or the tracking. Check both before writing, so you know whether the rest is already on its way.