I'm missing an item from my order

Shopper // Troubleshooting

Updated over a week ago

We know it’s disappointing if an item is missing from your order. So we’ll do our best to get to the bottom of it.

Here’s what could have happened:

Your order is split into multiple packages

Scored a pre-loved haul? If you’ve ordered several items, they may not all fit inside one bag. If that’s the case, we will split your order into two. So these packages may arrive at different times.

If that sounds about right, we recommend hanging on for a couple more days. Your second package should be close behind the first one.

One of your items is 'out of stock'

There’s only one of every item on Thrift+. And it can be tricky keeping track of them all in our warehouse.

Occasionally, we may not be able to find a particular item. And because it’s pre-loved, there aren’t tonnes of copies around the corner. It’s rare that this happens, but if it does, we’ll email you to let you know. We’ll automatically give you a full refund on that item.

We’ve made a mistake (oops)

Sometimes it’s as simple as our bad. We’re only human, after all.

If you’re missing an item, don’t think it’s in a second package and haven’t received an email saying it’s out of stock, please get in touch with your order number and the item you are missing.

We’ll look into it straight away. Either we’ll find your missing item or issue you a refund.

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