OOTDBuy Order Problems: Damaged, Wrong or Missing Items.
Keep the item, packaging, order reference and photos when an item is damaged, wrong or missing. Match your evidence to the problem and delivery stage. If a return is agreed, follow the return and refund process.
Check where the item is now
Open Orders and select the affected item. The available options depend on its status. You may be able to cancel before it is bought, or request after-sales help once it has been bought or stored.
If the item is in the warehouse, check its quality check (QC) photos against the size and color you ordered. Resolve the problem before international shipping. See the returns and refunds guide if a return is needed.
Keep the parcel and packaging
If the parcel has arrived, check the outside for visible damage and follow the carrier’s procedure for reporting it. Keep the box or bag, shipping label, packing list and purchase records.
Photograph the item before cleaning or repairing it. If you have already opened the parcel, explain what you found and keep the photos and packaging you still have.
Show the specific problem
For damage or stains, take a full photo and a close-up. For the wrong size, show the size label and your order details. For the wrong product, include a full view of what arrived.
For missing items, list what is missing and include the relevant order numbers, packing list and photos of the contents you received. Keep any original parcel-weight records or unpacking photos. Do not recreate evidence of an unopened parcel.
| Issue | What helps support check it |
|---|---|
| Wrong item or option | Order details, the selected option, a full photo of the received item and any relevant labels. |
| Damage or stains | Full and close-up product photos, plus packaging damage if it is relevant. Explain when you noticed the problem. |
| An item is missing | The affected order numbers, parcel reference, packing list and photos of all contents received. |
| Delivered status, but no parcel received | The tracking record, delivery address and any proof of delivery available. Tell the carrier or support what you have already checked. |
Tell support what happened
Use the order’s Aftersale option or contact OOTDBuy support. Include the order and parcel references, what you ordered, what arrived and the solution you would like.
Explain whether the problem concerns the product, transport damage or delivery. The outcome may depend on the seller, carrier and any applicable insurance or warranty terms.
- Use the same order and parcel references in follow-up replies.
- Separate what the photos show from what you think may have happened.
- List attachments clearly, such as “shipping label,” “full item” and “damaged seam.”
- State the solution you would like and ask which options are actually available.
If only part of the order seems to be missing
First check which items were included in that parcel. Several purchases may be sent in different parcels, and the order history may show separate shipments. Compare the packing list and parcel record before reporting the whole order as lost.
If the parcel record includes an item that is not in the box, list that item separately from the contents that did arrive. Keep all packaging and any original unpacking evidence. A clear account of what is present and missing is more useful than a general statement that the parcel is wrong.
Confirm the deadline and next step
Report the problem when you discover it. Ask support which submission deadline and documents apply to your case, rather than relying on a deadline from another order.
Before agreeing to a return or other solution, confirm any charges, who pays for shipping and how a refund would be handled. Keep the replies and send any additional information requested.
If you need to follow up
Read the latest reply and check whether support is waiting for a photo, measurement or document. Reply in the existing request with the missing information so the conversation stays together. Keep a copy of the request reference and the response.
What if I have already thrown away the packaging?
Explain that and provide the records you still have. Ask what alternative evidence is acceptable. Do not present a recreated package or photo as the original.
What if the proposed solution is unclear?
Ask what the solution includes, any costs you would pay, what happens to the item and how any refund would be delivered. Confirm those points before agreeing.
Does sending photos guarantee compensation?
No. The photos help assess the problem. Responsibility, seller or carrier findings and the terms applying to the order still affect the available outcome.