If you have questions about an order, then you can use the Shop app to reach out to the online store you purchased from. The online store is responsible for fulfilling your order. If you already have a tracking number, then you should contact the shipping carrier delivering your order for more details.
Contact a Shop store by email or social media
- From the Orders tab in Shop, tap the order that you want to contact a store about.
- Tap Contact [Store Name].
- Choose your preferred contact method, such as email or available social platforms like Instagram.
- Follow the prompts to open the email or social media app, and then send your message.
You can also email a store by replying to the order confirmation email that you received after placing your order. When you contact a store, make sure that you provide them with your order number so that the store can access your order details to help you.
If it's been more than 30 days since you placed your order, and you can't reach the online store or shipping carrier, then you can report an issue with your order in the app.
Message a store in the Shop app
If you have questions before or after placing an order, then you can message a participating Shop store from the following locations in the Shop app:
- On your order page, tap Message [Store Name].
- On a product page, tap Message [Store Name].
- On a Shop store page, tap Message [Store Name].
After a store messages you back, a red dot appears on the message icon to indicate a reply.
Messages can include text up to 1000 characters per message, and need to follow Shop's prohibited behavior and content policies. All messages between you and a store will stay in one chat thread. Messages can't be deleted or edited.
If you receive a message from a Shop store that violates Shop's prohibited behavior and content policies, then you can report it to Shop.