📦 Replace a Damaged, Defective or Broken Item

If you receive an item that is damaged, defective, or not working as expected, you may be eligible for a replacement or refund.

What to check first:

• Confirm the item was sold by Willishop
• Check if the issue occurred during delivery or after use
• Review the return eligibility period (usually within 7–14 days)

How to request a replacement:

1. Go to Your Orders
2. Select the affected item
3. Click Report a problem
4. Choose Damaged/Defective
5. Follow the instructions to request a replacement or refund

🚚 Find a Missing Parcel That Shows As Delivered

If your tracking status says "Delivered" but you haven't received your package, don't panic—this can happen.

Try these steps first:

• Check around your delivery location (gate, porch, security desk)
• Ask neighbors or household members
• Contact your local courier

Why this happens:

• Package marked delivered early
• Delivered to a nearby location
• Received by someone else on your behalf

What to do next:

1. Wait up to 24 hours (some deliveries update early)
2. Go to Your Orders
3. Select the item
4. Click Report missing item

📭 Undeliverable Packages

Sometimes orders are returned as undeliverable due to delivery issues.

Common reasons:

• Incorrect or incomplete address
• Phone number unreachable
• Delivery location inaccessible
• Customer unavailable after multiple attempts

What happens next:

• The item is returned to the seller
• You'll be notified once it arrives back

Your options:

• Request a refund
• Reorder with the correct address

💳 Unknown Charges

If you notice a charge you don't recognize, here's how to investigate it.

Possible reasons:

• A recent order you forgot about
• Subscription or auto-renewal
• Family member used your account
• Pending authorization (not yet finalized)

What to do:

1. Check Your Orders
2. Review your payment history
3. Look for matching transaction amounts

📍 Track Your Package

You can easily track your order in real-time.

How to track:

1. Go to Your Orders
2. Select the item
3. Click Track Package

What you'll see:

• Current delivery status
• Estimated delivery date
• Courier details

Multiple items?

Orders with multiple items may arrive separately, each with its own tracking info.