I have received the wrong product, how do I change it?

Receiving an incorrect product in your order is certainly not the experience we want you to have with Glossgods. We understand how disappointing this can be and are committed to resolving the issue as swiftly and smoothly as possible. Here's a step-by-step guide on what to do if you find yourself in this situation.

Step 1: Verify Your Order

First, please check your order confirmation email to ensure that the product you received differs from what you ordered. It's also a good idea to compare the product SKU or name listed on your invoice or packaging slip with your original order.

Step 2: Document the Mix-Up

Take clear photos of the incorrect product you received, particularly any labels or packaging that can help identify it. No need to send back the wrong item just yet – we'll guide you through the process.

Step 3: Contact Us

Once you've confirmed the mix-up and have your documentation ready, reach out to us directly. Email our customer care team at [email protected] with the following information:

Your order number
A brief description of the issue
The name/SKU of the item you received by mistake
The name/SKU of the item you originally ordered
Photos of the incorrect product

This information will help us to quickly identify where things went wrong and how to correct it.

Step 4: Resolution

Upon receiving your email, our team will assess the situation and provide you with the best solution to resolve the error. This could involve:

Sending the correct product to you as soon as possible at no additional charge.
Providing a prepaid return label for you to send back the incorrect item.
Offering a refund or store credit if the correct item is no longer available.

Our goal is to ensure you get the product you ordered in a timely manner and with minimal inconvenience.

Tips for a Smooth Resolution

Keep All Packaging: Retain the original packaging and all contents until the issue is resolved. This includes the box, any bubble wrap, and the product itself.
Act Quickly: The sooner you notify us, the quicker we can work to rectify the mistake.
Check Your Email: Make sure to monitor your email for communications from us, as this will be our primary method of updating you on the status of your issue.

Our Commitment to You

Mistakes happen, but how we handle them is what truly matters. At Glossgods, we are committed to ensuring your satisfaction and trust in our brand. Should you receive the wrong product, know that we are on hand to fix the issue efficiently and to your satisfaction. Our customer care team is dedicated to providing you with the support you need, so don't hesitate to reach out with any questions or concerns.