We sincerely apologise for the oversight. We understand how disappointing it can be to receive a product that doesn't match your expectations. Please follow the steps below to resolve the issue:
- Verification: First, please double-check the product SKU or product number on the item you received against your order confirmation email to ensure a mismatch.
- Photographs: Take clear photographs of the product you received, especially the product tag or label that shows the SKU or product number. This will help our customer service team understand and verify the issue.
- Contact Customer Service: Reach out to our customer service team as soon. For ease, please refer to the support link, https://support.totembags.co.za/hc/en-us/requests/new. Provide them with your order number, the details of the product you ordered versus the one you received, and the photographs you took.
- Returns and Replacement: Once our team verifies the mismatch, we will guide you through the return process. We will send out the correct product as soon as possible, and, depending on the situation, we may provide a return shipping label or reimburse you for the return shipping costs.
We deeply regret the inconvenience caused and assure you that we will do our best to rectify the situation promptly.