I Received the Wrong Item

We're sorry. You waited for a specific pan and opened the box to find something else, and that's on us to fix. It's quick to sort out, and you won't be out of pocket for it.

Tell us within 48 hours

Please let us know within 48 hours of delivery. That short window helps us act fast and resolve it cleanly, so send the message as soon as you spot it rather than setting the box aside.

What to include

When you contact us, send four things:

• Your order number.
• The item you ordered.
• The item you actually received.
• A photo of the item you received.

The photo does most of the work. One clear shot of the piece, and where it helps, the packing slip or label that came with it, usually tells us everything we need in a single message.

Check the rest of the order first

One quick thing worth ruling out: if you ordered a set or more than one item, your order may be arriving in more than one package, on different days. A piece that looks wrong can occasionally be the first box of two. It takes a minute to check every tracking link on your order — see Why Your Order May Arrive in Multiple Packages. If it's genuinely the wrong item, send the message anyway; we'd rather hear from you early.

What happens next

Our approach is replacement-first. Once we've confirmed what happened, we'll arrange for the correct item to reach you. If you'd prefer a refund instead, that's your call and we'll do that — just say so when you write.

You don't pay to send it back

Return shipping on an incorrect item is fully covered by us. We'll send you the return instructions and a prepaid label. Don't ship anything back before you hear from us, so it reaches the right place and gets processed properly. More on who pays what in Who Pays Return Shipping.

If the item is right but damaged

That's handled the same way, on the same 48-hour window, with photos of the damage instead — see Reporting a Damaged or Defective Item.

Before you go anywhere else

If you're frustrated enough to consider a chargeback, please message us first. We respond within 24 business hours and resolve the large majority of issues directly, and that route is genuinely faster than a bank dispute. The full terms are on our return policy page.