We're sorry about that! Don't worry, we'll get it sorted.
First — check your emails from us Before getting in touch, it's worth checking your inbox including your junk or spam folder. If an item was out of stock at the time your order was packed we would have emailed you to let you know. If you've had an email from us about a missing item, that will explain what's happened and what to expect next.
If you haven't received anything from us and your order has arrived incomplete, please follow the steps below.
Received the wrong size or colour of the item you ordered? Head to our returns portal and start your return as you normally would. When asked for your reason for return, select Wrong Product Sent. This will automatically give you a free return label — there's no return fee for wrong items.
Once your return is dropped off it typically takes around 3 business days to reach our warehouse, and a further 1–3 business days for your refund to arrive back in your account.
Start your return here — or visit our How Do I Return My Items? FAQ to find the correct portal link for your region, and our How to Use the Returns Portal FAQ for a full step-by-step walkthrough.
Received items that belong to a completely different order? Please don't put this through the portal yourself — get in touch with our support team first so we can make sure everything is handled correctly, including making sure the right person also gets their order resolved.
An item is missing and it's not a split shipment? If you've checked your emails, confirmed your order isn't arriving in separate packages, and haven't heard from us about any out of stock items, please get in touch with our support team with your order number and details of the missing item and we'll investigate straight away.
Can I get the correct item sent out instead of a refund? If you're based in a supported European country, you can request an exchange directly through the returns portal. When completing your return you'll have the option on each item to choose between a refund or an exchange for a different size or colour of the same item.
For all other regions, exchanges aren't currently available. Once your refund has been processed you're welcome to place a new order for the correct item straight away.
Have a Revivo order? Revivo is our pre-loved footwear brand with its own dedicated support and policies — visit support.revivo.com for help.
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