You can report missing or damaged items up to 14 days after an order is delivered.
How Do I Report Missing Items?
- Select Orders in your account dropdown menu.
- Scroll to find the order and select Report Damaged/Missing Items.
- Select Missing for each item and indicate the affected quantity.
- Add a detailed comment describing the problem and actions you’ve taken to resolve it. Your comment must be at least 10 characters.
- Choose whether you’d like a replacement order or a refund. To request replacements, select Replace Items. To receive a refund, select Cancel Items.
- Select Report Issue to submit your report.
How Do I Report Damaged Items?
- Select Orders in your account dropdown menu.
- Scroll to find the order and select Report Damaged/Missing Items.
- Select Damaged for each item and indicate the affected quantity.
- Add a detailed comment describing the issue and actions you’ve taken to resolve it. Your comment must be at least 10 characters.
- Upload at least one photo (PNG or JPEG) of each damaged item. All photos will be reviewed by our team to determine if you’re eligible for a refund or replacement (if requested).
- To request replacements, select Replace Items. To receive a refund, select Cancel Items.
- Select Report Issue to submit your report.
What If the Items I Received Are Not as Expected?
If you receive items that are different from what you anticipated, we recommend contacting the vendor through Locaerise Messenger to clarify the discrepancy. The vendor may help resolve the issue or provide further details about the product’s unique traits, if applicable.
If you’re unable to reach a resolution or do not receive a reply from the vendor, please let us know and we’ll connect you with a support specialist.
How Does it Work if I Choose to Replace Items?
A replacement order will be created for the vendor to fulfill. You’ll receive a new invoice for that order, with shipping costs covered by Locaerise. If your invoice for the original order has already been paid, we will refund the payment method used. If the invoice is unpaid, the reported items will be removed from the existing invoice.
For the replacement order, the original payment method will be selected by default. For example, if you chose Payment on Shipment for the original order, the replacement order will also be Payment on Shipment.
How Does it Work if I Choose to Cancel Items?
- If your original invoice has been paid, we will refund the payment method used within 7-10 business days, depending on your financial institution.
- If your original invoice is unpaid, the reported items will be removed from the existing invoice, and you won’t be charged for them when the invoice is due.
- If Locaerise Credit was used, it will be returned to your account. Any remaining value will be refunded to the original payment method.
If Locaerise Direct Credit was used to pay for the order, it won’t be restored. Any refunded credit will be applied to your next order automatically.
Why Can’t I Report an Issue?
- All reports for missing or damaged items must be submitted within 14 days after delivery. After 14 days, the option to report will no longer be available. You can request an extension if needed.
- Locaerise is not responsible for issues reported directly to the vendor outside of the platform.
- Locaerise reserves the right to accept or reject any missing or damaged report, including in cases of suspected fraudulent activity. The decision on your report is final.
What If I Fixed the Problem?
If you find an item that was reported missing or are able to fix a damaged item, please notify us as soon as possible. We’ll connect you with a support specialist to update your report.
