What to have ready before you write

Sep 20, 2026

Short answer: Order number, the item name and a short description of what you want. With those three things a case can usually be closed in the first reply instead of going back and forth for days.

The order number is in the confirmation

The order number sits at the top of the email you received when you ordered, and it is the key to the whole case. Without it, staff have to search by name and address, which takes time. If you have ordered several times, make sure you take the number from the right order, also for popular picks for men.

Say which item it concerns

An order can hold several items, so give the name, colour and size of the one in question. That removes the first clarifying question at once. If the item appears in the order in different sizes, say exactly which one. That also applies if it is a bamboo tank top for men among several lines.

Say what you want to happen

An exchange, a refund or just an answer are three different cases, and they are handled differently. State it clearly in your first message so you avoid waiting an extra round. If you want another size, name it. That also goes for a simple case about socks for men and women.

Open the email before you start

It is easiest to write when the confirmation is already open in front of you. Then you can copy the order number and see the item name, colour and size exactly as they appear. That removes the risk of getting something wrong. Search your inbox for the shop name if you cannot find it straight away.

Photos if there is something to see

If the case is about a fault on the item, take the photos before you write. The whole item, a close-up of the fault and the care label cover most questions. Take them in daylight so the details are clear. If you have them ready from the start, they can go with your first message.

Contact details that match

Write from the email address you used when ordering, if you can. That makes it easier to link your message to the order. If it is a different address, mention it briefly and give the name on the order. If the case is about delivery, also check that the address in the confirmation is correct.

Keep the message short

With the three things ready, the message does not need to be long. Order number at the top, then the item, and finally what you want. Three to five sentences are usually enough. The shorter and clearer the message, the easier it is to give a complete answer right away.

A checklist before you press send

Is the order number at the top. Are the item name, colour and size included. Have you written what you want. Are the photos attached if there is something to see. If you can answer yes to all four, you have done what it takes for the case to be closed in the first reply.