Articles on: Product Issues & Safety

What if I receive the wrong item?

Contact us right away and we'll fix it. You'll get the correct item shipped to you at no extra cost, and we'll arrange collection of the wrong item.

How to report a wrong item

Take photos of what you received (product, packaging, any labels)
Contact us at orders@droppe.com or chat
Include your order number and description of what's wrong
Keep the item in its packaging until we respond

We typically respond within a few hours during business days.

Quick tip: Photos help us identify what went wrong quickly. Include a shot of the product label and the packing slip if possible.

What happens next

Step 1: We verify the error

We check your order against what was shipped. This usually takes 1 business day.

Step 2: We ship the correct item

If confirmed, we immediately dispatch the correct product—no waiting for the wrong one to be returned first.

Step 3: We arrange collection

We send a return label and arrange pickup of the wrong item at no cost to you.

Good to know: You don't pay anything for our mistakes. Correct item ships free, return shipping is free, and there's no restocking or handling fee.

Common mix-ups and why they happen

Size or color variation:

Sometimes the warehouse ships a similar item by mistake. Check the label on the product itself—not just the packaging.

Split shipments:

If you ordered from multiple brands, items ship from different warehouses. What seems like a missing item might be in a separate shipment still on its way. Check your tracking emails.

Wrong quantity:

Count carefully when unpacking. Items are sometimes nested or packed in inner bags.

Completely different product:

Rare, but it happens. This is usually a warehouse picking error. We'll prioritize fixing these.

What you should do with the wrong item

Keep it in its original packaging
Don't use it (we need it back in resalable condition)
Wait for our return label before shipping anything
Don't refuse delivery of other packages while we sort this out

What if I already used the wrong item?

Let us know as soon as you realize. We'll still try to find a solution, but it may affect what options are available. Honest communication helps us help you.

What if only part of my order is wrong?

Keep the correct items. We'll only arrange return of the wrong items. Your correct items are yours to use.

Important: Please report wrong items within 48 hours of delivery. This helps us track down what went wrong and prevents delays in getting you the right product.

Questions?

Received something wrong? Drop us a message or chat with us. Include photos and your order number—we'll sort it out quickly.

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Updated on: 23/12/2025

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