Returns and complaints support
If something arrives damaged, incorrect, missing, or incomplete, contact us and we will help review the issue.
Because many products are food or grocery items, some items may not be returnable once delivered or opened. Requests are reviewed case by case.
What to do
Damaged item
Email support with your order number and clear photos of the item and packaging.
Wrong item received
Send your order number, a short explanation, and a clear photo of what you received.
Missing item
Tell us which item is missing and include your order number and order email address.
Incomplete order
If part of the order is missing, contact support with details so we can review quickly.
Delayed package
Check delivery updates first. If it still looks delayed, contact support with your order number and destination details.
Information to include
- Your order number from the order email or order status page.
- A short explanation of the issue.
- Photos of damaged or incorrect items, if relevant.
- Photos of outer packaging when shipping damage is visible.
- The email address used for the order.
Please contact us as soon as possible after delivery, preferably within 48 hours for damaged or incorrect items.
Common questions
Can I return food products?
Because many products are food or grocery items, some items may not be returnable once delivered or opened. Each request is reviewed case by case.
When will I receive a refund or replacement?
After we review your case details, we will confirm the appropriate resolution and next steps by email.
Who pays return shipping?
Return shipping, when needed, depends on the specific issue and will be confirmed during case review.
Need another support page?
Support email: hello@stop-shop.eu