We understand how frustrating it can be to receive the wrong item. Don’t worry — most issues like this can be resolved quickly with the right steps.

This guide explains what to do, who to contact, and how to get the issue fixed.

Step 1: Check Your Order Details #

Before contacting the seller, confirm what you ordered.

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Click View on the affected order
4. Compare the ordered item with what you received

Step 2: Do Not Use the Item #

If the item is incorrect:

• Do not use it
• Keep the original packaging
• Keep all accessories and labels

📦 Using the item may affect your return or exchange eligibility.

Step 3: Contact the Seller Immediately #

Since Kingston Express is a multivendor marketplace, the seller handles item issues directly.

How to contact the seller: #

1. Open your order page
2. Scroll to the Seller / Store information
3. Click Contact Seller
4. Explain the issue clearly
5. Include your order number

📝 Example message:

“Hello, I received the wrong item for order #12345. Please advise on the next steps. Thank you.”

Step 4: Provide Photos if Requested #

The seller may ask for:

• Photos of the item received
• Photos of the packaging or label

📸 Clear photos help resolve the issue faster.

Step 5: Follow the Seller’s Instructions #

Depending on the situation, the seller may offer:

• A replacement item
• An exchange
• A refund
• Instructions for returning the item

⏳ Resolution time may vary depending on item type and delivery method.

When to Contact Kingston Express Support #

Contact support if:

• The seller does not respond
• The issue is not resolved after communication
• There is a dispute about replacement or refund

📌 Always include your order number and message history when contacting support.

Important Tips #

• Report the issue as soon as possible
• Keep all communication polite and clear
• Save emails and messages
• Do not return items unless instructed

Final Note #

Most wrong-item issues are resolved quickly through direct communication with the seller. Acting promptly helps ensure the best outcome 😊