I received the wrong item – what should I do?

If you are asking “What should I do if I received the wrong item from Brown Thomas?”, the first step is to confirm whether your order was split into multiple parcels. If the item is genuinely incorrect, we will arrange a replacement or refund and guide you through returning it.

Step 1: Check if your order was split

• Some items are dispatched separately from different locations.

• Review your shipping confirmation emails for multiple tracking links.

• Check if your correct item is still in transit.

Step 2: If the item is definitely incorrect

• Contact us through the Live Chat widget in the bottom right corner of your screen.

• Provide your order number.

• Share a brief description of the incorrect item.

• Attach a clear photo of the wrong item, including any tags or barcodes.

Step 3: What happens next

• If stock is available, we will arrange a replacement.

• If the item is out of stock, a refund will be issued to your original payment method.

• A return label will be provided if the incorrect item needs to be returned.