Quick answer: Missing parts? Submit a return request. Wrong item or someone else's order? Contact us so we can investigate. Moved or entered the wrong address? Update your delivery details as soon as possible, since we usually can't change an order once it's placed.
My gift arrived missing parts or items
First, a quick check: merchants sometimes split bundles into separate deliveries, so the rest may still be on its way.
If something's genuinely missing, submit a return request for the item. Our Returns team will check with the merchant on whether they can ship the missing pieces, or whether you'll need to return the item and re-add it to your wishlist to reorder. See "How do I return an item on Throne?" In some cases the merchant issues a partial refund instead, which goes to your Throne Balance.
I received a wrong item or someone else's order
First confirm that the gift was not a Surprise Gift or Secret Gift intended for you.
If you received an item that looks like a genuine mistake, like a duplicate of someone else's order or something clearly not meant for you, reach out to us at [email protected] with the details and we'll investigate. In rare cases a gift is accidentally ordered to multiple addresses, or a merchant slips up.
Moving or entered the wrong address?
Gifts ship to the address on file at the moment your fan places the order, and most items are ordered automatically, so we usually can't change or pause an order once it's placed. Keep your Delivery Details up to date at all times.
If you're moving, update your address as soon as possible, and consider toggling your wishlist off in your account settings until you're settled. Most gifts arrive within 1–3 weeks of ordering, so plan around that window.
We often can't refund or re-order gifts that shipped to an incorrect or outdated address, so a quick address check now saves real headaches later.