Received the Wrong Item
Quick Tip
Report any issues with your item or access more comprehensive information by visiting the “My Orders” section on Pinshop!
Pinshop's Policy on Receiving the Wrong Item in an Order
We understand how inconvenient it can be to receive the wrong item, incorrect color, or wrong size. If you've encountered such a situation, we're committed to helping you find a solution. You must report the issue within 30 days of the delivery date for most items. For items delivered through our Full Service Delivery, any discrepancies must be reported within 3 days. Our teams will inspect the item during delivery to ensure everything is as it should be.
To effectively address your concern and rectify the situation, we will require you to provide photos of the delivered item(s), along with a photo of the product name or model number. This helps us to provide the best resolution and prevents similar mistakes in the future. If you are instructed to return the original item and it is not received at our Returns Center, we reserve the right to reverse any refund or charge for a replacement unit. Additionally, we reserve the right to decline service for any report of a wrong item made more than 30 days after the delivery date. To initiate the resolution process, please visit the “My Orders” section on Pinshop.
How to Report Wrong Items in Your Order
1. Log into Your Account: Sign in to your Pinshop account and locate the relevant item(s) under the “My Orders” section.
2. Select the Problem Option: Click on “Problem with this Order” (this option will only be available for eligible items. For most orders, it must be reported within 30 days, and for Full Service Delivery, within 3 days).
3. Follow the Prompts: Complete the prompts to submit your request for resolution. Provide as much detail as possible about the incorrect item received.
4. Upload Photos (if required): If photos are needed, please upload images that clearly show:
1. The entire item, removed from the box (even if you suspect the item is incorrect based on the packaging or naming, please inspect and photograph it out of the box).
2. In the case of a wrong size: a photo of the box that displays the incorrect measurements or a photo of the item itself to clearly show that the size is wrong.
3. The packaging and model number details on the box for accurate identification.
5. Confirmation and Next Steps: Once you've submitted your request, you will receive an email confirming the resolution and outlining the next steps. If you are asked to return the original item, detailed instructions will be provided via email and in your “My Account” section.
It's crucial to have the photos ready as described above before reaching out. You can also upload photos in advance through the Incident Photo Portal in your “My Account” section:
· Navigate to the “My Orders” section in your “My Account”.
· Click “View Details” for the relevant order or item.
· Click on the “Incident Photo Portal”.
· Follow the instructions to upload the required photos.
What to Do If It Is Determined to Be the Correct Item but You Still Don’t Want It
If it turns out that you received the correct item but it doesn't meet your expectations or needs, you can initiate a return for the item within 30 days from the delivery date. For more detailed information on the return process, please refer to our Return Help section.
What to Do If Your Open Box or Clearance Item Is the Wrong Item
We can assist you if you received the wrong item among open box or clearance items. However, please be aware that the available resolution options may be more limited compared to regular items.
What to Do If You Are Instructed to Return Your Original Item but Don't Have the Original Packaging
If you are required to return the item but the original packaging is damaged or discarded, you can use the original packaging if it's still usable or a similar-sized box. Pinshop is unable to provide boxes or packaging for the return.
What Happens If You Report a Wrong Product and Request a Replacement
In some cases, we may need to conduct investigations to determine how the wrong product was sent and to prevent similar errors in the future. Please note that it may take up to 3 business days to confirm your request for a replacement. Rest assured that we will follow up with you as soon as possible to provide the next steps in the process.
