When contacting our customer service team, proper preparation helps us assist you quickly and efficiently. Here's what you should have ready before reaching out.
For Order-Related Inquiries
To help us locate your order, please have one of the following:
- Your order number
- The phone number registered on your receipt
How to Find Your Order Number
Online orders:
- Look for a 9-digit number starting with "22"
- This number appears in large text at the top of your receipt/order confirmation
- If you can't find it, have the phone number registered with the purchase ready
In-store purchases:
- Look for an alphanumeric order number
- Find it either in large text at the top of the receipt or under "Cash Note"
- This number typically ends with "-1"
Additional Tips
- Gather all questions related to your inquiry before contacting us
- This helps us document everything correctly if we need to create a case
Contacting Us on Behalf of Someone Else
If you're contacting us for another person:
- You must have power of attorney
- Without power of attorney, the person must contact us directly
Note: This requirement also applies when collecting items from our physical stores
For Cases Regarding Deceased Persons
- A probate certificate is legally required to prove inheritance rights
Copies of Receipts Older Than Five Years
If you need a copy of an older receipt, please provide:
- Exact date and time of purchase
- Purchase amount
Note: You can typically find this information in your online banking.
We keep your receipts for five years, after which they are anonymized.
Frequently Asked Questions
If you don't have your receipt, please provide the phone number registered with your purchase, or check your email for any confirmation messages containing your order details.
Yes, you can contact us on behalf of a friend, but you must have valid power of attorney.
Unfortunately, we anonymize order details after five years. However, you can still find transaction information in your banking records.