At ShopEarl, we strive to ensure that your shopping experience is smooth and satisfactory. However, we understand that sometimes items may arrive damaged despite the best efforts of our vendors. If this happens, follow these steps to resolve the issue quickly:
1. Document the Damage
Take clear photos of the damaged item, including close-ups of the issue.
Photograph the packaging the item arrived in, especially if it shows signs of damage.
2. Submit a Return Request
For detailed instructions, visit our Return and Refund Policy.
Log in to your ShopEarl account and navigate to the “My Orders” page.
Locate the order with the damaged item and select “Request Return.”
Upload the photos you took and describe the issue in detail.
3. Wait for a Return Label
Vendors are required to provide a return label within 3 business days of your request.
Once the label is ready, you will receive an email with return instructions. You can also access this information through the “My Orders” page.
If you do not receive a return label within 3 business days, contact the ShopEarl team via chat, phone, or email at [email protected] to escalate the issue.
4. Ship the Item Back
Use the provided return label to ship the damaged item back to the vendor.
Ensure the item is packaged securely to avoid further damage during transit.
5. Receive Your Refund
For more information about our refund process, refer to our Return and Refund Policy.
Vendors are expected to process your refund within 10 business days of receiving the returned item.
If the vendor does not process your refund within this timeframe, contact ShopEarl for assistance. Our team will ensure you receive a full refund for your order.
Important Notes:
Full Refund Guarantee: If the item is damaged or the vendor is at fault, you are guaranteed a full refund. Be sure to provide evidence (photos of the issue) when submitting your return request.
ShopEarl Support: If at any point you encounter delays or difficulties, contact our support team via chat, phone, or email at [email protected]. We are here to help you resolve the issue quickly and effectively.
Additional Questions
What if I no longer have the original packaging?
While it is helpful to include photos of the packaging when documenting the damage, you can still submit a return request with photos of the item and its issues.
What if I disagree with the vendor’s decision?
If you believe the vendor is not handling your return or refund fairly, contact ShopEarl to start a return dispute. We will mediate and ensure a resolution is reached.
Can I keep the damaged item?
In most cases, vendors will require the item to be returned for a refund. However, exceptions may be made at the vendor’s discretion. Contact the vendor or ShopEarl support for guidance.
By following these steps, you can ensure that your issue is resolved promptly and fairly.