There's an issue with my purchase. What do I do?

Though rare, every now and again issues can happen. On Designer Wardrobe, we've made dealing with this sort of thing as easy as possible so you can shop knowing that we have you covered if anything goes wrong.

I have not received my Purchase

If your Purchase Protection is running out and you haven't received your item, please follow these steps:

1: Please Open a Dispute by clicking here, or by navigating to Purchases > Your Purchased Item > There's an issue from within your Dashboard.
2: Select I have not received my order as the Dispute Issue.
3: We will extend your Purchase Protection and contact the Seller on your behalf.
4: If we do not receive a response from the Seller - you will receive a full refund for your purchase.

I have received my Purchase, but it is not as described

It's important to note that not all situations are covered by DW Purchase Protection. View our DW Purchase Protection section to learn more.

If you have received your item, but it is not as described - please follow these steps:

1: Please Open a Dispute by clicking here, or by navigating to My Purchases > Your Purchased Item > There's an issue from within your Dashboard.
2: Select the appropriate Dispute Issue and include any relevant information in the Comment section.

Please note: you can only open disputes within your Purchase Protection period. If you are unable to see an Open Dispute button, your Buyer Protection may have expired. Please view the DW Purchase Protection section to learn more.

I've Opened a Dispute. What happens next?

If tracking hasn't been added to your order, the process of issuing a full refund will be automated. You will receive an email notification stating that you will receive a full refund by a specified date (typically 4 days after the dispute has been opened) if tracking is not added by the seller.

If you have an issue with your order that is not related to tracking, we will review the situation and try to find a fair resolution as quickly as possible. The team has the sole discretion to decide whether to issue a refund or accept a return for the order and we aim to make the process of resolving any issues as fair and straightforward as possible.