A change of mind
It happens. The color is off, the size is wrong, it arrived cracked, or it turned out not to be the thing you pictured. All of that is handled where you ordered, which is our retail partner.
Start in your account
Open the order with our retail partner and use their returns flow. It asks what is wrong, tells you whether that item can go back, and produces the label or the drop off instructions if it can. That path is the only one that ends with your money back.
Do it while the window is open. Every listing has one, the length varies by item and by seller, and it is stated in their terms rather than in ours. Waiting is the one mistake that cannot be undone afterward.
Do not mail anything to Oshkosh
The address in our footer is an office. A parcel sent there is not received into any returns system, cannot be matched to your order, and will not get your money back to you. Please use the returns flow in your account instead, every time.
The same goes for personalized goods. Anything printed or engraved with a name is usually treated differently, and the listing page says so before you buy. Read that line carefully on keepsakes, because it is the one category where a change of mind is expensive.
Arrived broken or not as described
Photograph it before you repack it. Damage in transit and an item that does not match its description are both resolved through the same account with our retail partner, and a photograph taken on the day settles the question faster than any amount of explaining later.
If the description that misled you was ours rather than theirs, tell us as well. That is our mistake, it stays on the page hurting the next person until somebody says so, and we would rather hear about it.
What we can help with
We can read the listing with you and tell you whether the thing you received is the thing it was supposed to be. We can tell you which of two similar items you probably wanted. We cannot move money, cancel an order or send a replacement, because none of those things touch this site.