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I received a product I did not order

Last updated: October 01, 2026

There is an item in your parcel that you did not order? This can happen during order picking. We will sort it out for you – you do not have to pay for the product and the return is free of charge.

Important
Please do not fully open the incorrectly delivered item and leave any seals intact. This makes the review easier and speeds up processing. Report the incorrect delivery to us within 5 days of receipt.

Details we need

So we can process the case straight away, it is best to let us know everything at once:

1. Order number You will find it in your order confirmation email.
2. Photo of the parcel from outside With the shipping label clearly visible – this allows us to identify the shipment.
3. Photo of the parcel contents Including the incorrectly delivered product, any inserts and the invoice if enclosed.
4. Product name of the item received If visible on the packaging – a clear photo of the label is enough.
5. Is the ordered item missing? Let us know whether your originally ordered product was also in the parcel or missing entirely.

Send us these details – as soon as they are complete, we will review the case and arrange the next steps.

How the process works

1
You report the incorrect delivery With the details and photos from the section above.
2
We review the case We check the shipment allocation in our system and identify where the error occurred.
3
We send you the return label You will receive a prepaid return label by email. Please only send the item back once you have received it.
4
Your ordered item is sent out If your original product was missing, we will dispatch it immediately after the review – or refund the amount if it is no longer available.

Frequently asked

Do I have to pay for the product?
No. You will not receive an invoice for an item you did not order. If an amount has already been charged, we will arrange the refund immediately.

Will the return cost me anything?
No. We provide a prepaid return label – the return is free of charge for you.

What if I have already opened the product?
That is not a problem. Please still send us photos of the contents and the packaging – we will find a solution.

When will my actual order arrive?
After the review we will dispatch the correct product. You will be notified by email as soon as the shipment is on its way.

Can I simply keep the item?
No. Incorrectly delivered items remain the property of Mi Store Switzerland and must be returned. The return is free of charge for you.

The incorrectly delivered item is damaged – what now?
Take a photo of the damage and mention it when reporting the case. You are not responsible for damage that occurred before dispatch.

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