Incorrect Order Form

Incorrect order

Not what
you ordered?

If we built the wrong thing, we’ll fix it — that one’s on us. First, let’s make sure it’s actually wrong. Two minutes of checking saves everybody a fortnight.

Check these two first

Between them, they are the complete record of what we were asked to build.

01

Your order details

Open your order confirmation email, or your order in your account. This is what you bought and paid for — metal, color, number of teeth, add-ons.

02

Your order confirmation form

The form you filled in after ordering. This is what our jeweler actually built from — every style, and which tooth each one goes on.

Put your piece next to both of them. If what arrived doesn’t match what those two documents say, it’s a genuine incorrect order and we want to know immediately. If it does match, keep reading — the next bit probably applies.

Which one is it?

These go to different places, and sending it to the wrong one costs you time.

This form

Genuinely incorrect

  • A different metal or color than your order says.
  • A design on the wrong tooth, compared to your confirmation form.
  • A different style than the one on your confirmation form.
  • The wrong number of teeth, or a piece missing.
  • Something damaged when it reached you.
Somewhere else

Not an incorrect order

  • It matches your paperwork but isn’t what you pictured. Custom pieces are final sale — that one we can’t undo.
  • It doesn’t fit right. That’s a refit, and it’s free — start here instead.
  • You changed your mind about a style after submitting the form.
  • You’re not sure what you ordered — email us and we’ll read your file back to you.

15 days

That’s how long you have to tell us, counted from the day your package arrives. After that we may not be able to fix it, so if something looks off, say so now rather than later.

Checked both documents and it still doesn’t match? Then this is ours to put right. Tell us exactly what’s different and include photos if you can.

Report an incorrect order →

Nobody’s perfect, us included — when we get it wrong we fix it. Questions first? Email customerservice@easethebrand.com