I’ve received the wrong item – what should I do?

If the item you have received is different from the item you ordered, please let Rackhams know and we’ll help put it right.

Please don’t return the item to an address you find online or send it back at your own cost before we’ve confirmed the correct return route. Rackhams is your first point of contact and we’ll work with the E-Concession Partner that fulfilled your order.

What we need from you

Please submit a support ticket and include:

• your Rackhams order number;
• which item you ordered and what arrived instead;
• a clear photo of the item received;
• a photo of the product label, barcode or packaging where possible.

Please keep the item and its packaging while we look into this. Avoid using the item if possible.

What happens next?

Our Customer Service team will check the order and contact the relevant E-Concession Partner. We’ll then confirm the appropriate next step, such as arranging a return, replacement or refund as applicable.

You won’t be passed from seller to seller — Rackhams Customer Service will remain your point of contact and coordinate the issue for you under the Rackhams Guarantee.