Submit a Support Ticket
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At a glance
Use the email link below to open your email application and send [email protected] a message. This is an email support route, not a claim that a separate ticketing platform has been connected. Add a clear subject such as a product question, address correction, return request or refund enquiry.
1. Send a complete request
Use the email link below to open your email application and send [email protected] a message. This is an email support route, not a claim that a separate ticketing platform has been connected. Add a clear subject such as a product question, address correction, return request or refund enquiry.
2. Information to include
For an order request, include the order number and checkout email. For a product question, include the product name and chosen size. Explain the outcome you want in a few clear sentences. If you are asking about two different orders, list the references separately so the details are not mixed.
3. Safe attachments
Attach relevant photos for a damaged or incorrect item, showing the issue and the whole garment when needed. Cover personal information unrelated to the request. Do not send passwords, authentication codes, full card details or unnecessary identity documents. Keep original packaging and receipts while a disputed delivery or return is reviewed.
4. What happens next
A message sent from your email application is a request for review, not automatic approval of a cancellation, refund or exchange. Keep the conversation and wait for confirmation of the action taken. Our support delivery and response-time testing remains pending, so this page does not promise an unsupported response guarantee.
5. Start your message
Email [email protected] with the appropriate reference and a clear request. If your email application does not open from the link, copy the address into your normal email service. Keep one conversation for the same issue when possible, and include the earlier reference when following up.
Contact and related guidance
Contact [email protected] with a specific question. Read our contact guidance, returns process and refund policy for the relevant details.
Build a clear support message
What the email support route does
The email link on this page opens your email application with the store support address. Sending that message is an enquiry, rather than a claim that a separate ticket platform or automated case-number system has been connected. Check that your email application actually sent the message; clicking a link alone does not prove delivery. Keep your sent copy and any subsequent reply. Support-mail delivery and response-time testing remain unverified, so this page does not promise an invented acknowledgement or reply deadline.
Choose a subject that names the task
A short subject such as Size question: Canyon Light Tee or Address correction: order reference tells the reader what you need. Include an order reference only when the enquiry concerns an existing purchase. A product SKU and order number have different purposes. Avoid a subject that contains full payment details or another person’s private address. You can describe urgency in the body with the relevant date, but an urgent label does not create a guaranteed response time or a cancellation cutoff that has not been established.
Use a concise product-question template
For a product question, write the product name or link, garment family, selected size if relevant and the exact fact you need confirmed. For example, explain that you need the verified flat width for a listed hoodie size before choosing it. State how you intend to compare that measurement with a familiar garment if useful. Generated product mockups do not establish fabric composition or dimensions. A useful enquiry asks for the actual specification rather than requests a guess based on a styling image or the appearance of another product.
Prepare an order-status message
For an existing order, include the order number, checkout email and the stage you want explained. You might need to know whether checkout created an order or whether shipment information has been supplied. Describe any legitimate message you received with its date. Do not attach your entire inbox or payment account history. A cart selection is not a paid-order confirmation, and a catalog SKU is not a tracking reference. The enquiry should identify the actual purchase record rather than assume that each shopping attempt completed successfully.
Prepare an address-correction message
Label the original address and corrected address separately and include the order number. Provide the recipient, unit, street, city, region, postal code and country details needed for the requested correction. Do not post the address publicly or include unrelated identity documents. State that you are asking to change the destination, rather than only asking why a carrier event mentions another city. Available action depends on the actual order stage. Keep the reply that confirms what could be done; a sent message is not proof the destination changed.
Prepare a selected-option change
Name the original design, garment family, size and color, then the exact replacement selection you want. Explain whether other items in the order should remain. A change from a tee to a hoodie is a product change, not simply another size option, and listed prices may differ. Ask about the available arrangement before relying on the amendment. A request does not reserve an option automatically. If fit prompted the message, ask for the verified measurement that matters to you rather than choosing a second label by assumption.
Prepare a cancellation request
Say whether you want the entire order cancelled or only named items and quantities removed. Include the order number and checkout email. State your requested outcome clearly so an ordinary delivery question is not mistaken for cancellation. The actual stage controls what is possible; this page does not invent a fixed number of hours when every order can be stopped. An acknowledgement and a cancellation confirmation are different replies. Keep the specific confirmation before assuming the order or any associated payment has been reversed.
Prepare a tracking-status question
Include the order reference, actual tracking number if supplied and the most recent carrier event with its date. Explain the concern, such as a long gap between scans or an unexpected destination event. A label-created record is different from carrier acceptance, and an estimate is different from a delivery guarantee. Do not invent a carrier name or tracking number from a product code. If you have no shipment information, say that clearly so the enquiry asks about the order rather than presents an unsupported claim about a parcel.
Prepare a delivered-but-unreceived report
State that the carrier record shows delivered, give the timestamp and explain that you have not located the parcel. Briefly say which relevant household members, reception desk or location described in the notice you checked. Include a carrier case reference if one exists. Do not publish your address or identify another person based only on a delivery photograph. The report should provide observable facts without assuming theft or blame. Support can consider the actual records and explain the next step for that particular shipment.
Prepare a damaged-item report
Describe what you found when opening the parcel and name the affected order line. A clear photograph of the whole garment and a close view of the concern may help, along with packaging where relevant. Keep the packaging while the case is reviewed. Do not alter or discard the item simply to demonstrate a problem. A sent photograph is evidence for review, not automatic approval of a refund or replacement. State the outcome you prefer and wait for the actual instructions before buying a return label or sending a parcel.
Prepare an incorrect-item report
Compare the ordered design and selected option with what arrived. Include the product name, size, color and quantity from the order line, and a clear description of the difference. A relevant label photograph can help if unnecessary private information is concealed. Product pages disclose generated mockups, so a fold or pose is not an exact specification of the finished garment. Name the concrete discrepancy, such as another design or option, rather than leave support to infer it from an unexplained picture. Ask about the remedy you prefer.
Prepare a change-of-mind return request
Include the delivery date, order reference, item and requested remedy. You may request a return for any reason within 60 calendar days of delivery; you do not need to invent damage when a selected size or color does not suit you. Explain the reason honestly so the applicable shipping arrangement is clear. Change-of-mind return shipping is customer-paid, while a store error or damaged item has free return shipping under the policy. Ask for the actual instructions and destination before posting a parcel.
Prepare an exchange enquiry
Name the item being returned and the actual available design, garment family, size and color you would like instead. Ask whether it can be supplied and how any listed price difference would be handled. An enquiry does not reserve or dispatch the replacement. Store-paid exchange outbound shipping is included under the policy, while the change-of-mind return leg remains customer-paid. If you are uncertain about fit, include the verified measurement you need confirmed. Keep the eventual exchange instructions distinct from an initial request to discuss options.
Prepare an approved-refund follow-up
Include the order reference, approval date, approved amount and relevant transaction reference if supplied. State whether you need the issuance status or help identifying the provider entry. Approved refunds are issued to the original payment method within 7 calendar days after approval; provider posting may take longer, so this does not guarantee bank-account display within the same period. A return parcel handover is not refund approval. Conceal sensitive numbers in any supporting image and never send credentials or a card security code to ask about a refund.
Prepare a website-control report
Identify the page, chosen options and step where the control did not behave as expected. State the device and browser if you know them. A description such as 5XL selected but Add to cart remains unavailable is more useful than a general statement that shopping is broken. Hide private information in screenshots. If checkout has no payment method, do not email card details as a workaround; payment setup is deferred until a real gateway is connected and verified. Distinguish a technical-control enquiry from an assumption that a paid order was created.
Prepare an accessibility request
Describe the page, the task you wanted to complete and the barrier you encountered. You can ask for a written artwork description or explain that a navigation or shopping control is hard to use. Mention an assistive tool if it helps explain the issue, but you do not need to disclose a diagnosis or intimate personal information. A useful request says what information or action is needed. This lets the particular shopping difficulty be considered directly rather than assuming which kind of assistance would help every visitor.
Use only relevant attachments
Choose attachments that show the issue clearly rather than many nearly identical photographs. State what each image or document demonstrates in the message. Check that labels, screenshots and account entries do not expose unrelated people or financial details. A full garment view and a detail view can be more useful than an unreadable collage. If a file cannot be sent or opened, explain its contents and ask how to provide the relevant evidence appropriately. Do not send an account password or full identity file because an attachment seems easier than a description.
Keep a continuing conversation organized
Reply in the same conversation where possible so references, evidence and instructions remain connected. Add a new fact or correction clearly with its date and say which earlier detail it replaces. If you contacted support before, mention the reference without forwarding unrelated correspondence. Do not assume several simultaneous messages automatically merge into a single case. A reply might request another fact, explain an option or confirm an action; read which of those it actually does. Keep confirmations for an address change, return destination or approved remedy.
Verify an unusual request before responding
A message that asks for a password, one-time code, card security code or unexpected urgent payment should be verified through the contact route on this site. An open support enquiry does not make every message mentioning a parcel or refund legitimate. Share only the relevant order and transaction references with sensitive details concealed. If you are unsure, describe the notice and ask about it without following an unfamiliar link. Support enquiries can be discussed without treating email as an alternative payment terminal or account login.
End with the next fact you need
A useful message ends by asking the concrete question that remains: which measurement is verified, whether an amendment was completed, what return destination applies or whether a refund was issued. This gives the reply a clear purpose. You can read the related policy first and quote the part you do not understand. Sending an enquiry does not itself create an order, cancel a purchase or approve a remedy. Keep the actual confirmation and ask for clarification if the reply leaves the practical next step uncertain.
Use Contact, Help Center, Tracking, Returns and Refund guidance for the related process.