Returns & Order Issues

Human order support

Something is not right? Tell us what happened.

We understand that a wrong, missing or damaged item is frustrating. Start by keeping everything together so the OZ team can compare the parcel, label, selected product and order record.

Do not discard the evidence yet.

Keep the outer parcel, shipping label, retail packaging, item and clear photographs until the review is complete.

Choose the issue

What happens next

Identify the issue

Choose tracking, wrong, missing, damaged, return or product help.

Keep evidence

Retain the parcel, shipping label, retail packaging and item.

Submit details

Use the verified help path and include clear photographs where relevant.

OZ reviews

The team compares the order record, selected item and supplied evidence.

Next steps

Follow the outcome and keep the evidence until the review is complete.

Important product details

  • Confirm the exact selected variant name and matching image.
  • Packaging artwork can change between production batches.
  • Manufacturer puff estimates are not performance guarantees.
  • Do not publish order numbers, addresses, tracking numbers or label photographs in public channels.