If you're having trouble logging into the returns portal, there are a few things worth checking first.
Check your order number
You'll need your order number and the email address used when the order was placed.
You can find your order number in:
- Your order confirmation email
- The shipping label attached to your parcel
If you're using the parcel label, either of the reference numbers shown should work in the returns portal.
Check you're using the correct email address
A common reason for returns portal issues is that the email address entered doesn't match the one used when the order was placed.
If you used Hide My Email through Apple, the email address linked to your order may be a private relay address rather than your personal email address.
To check this:
- Open your order confirmation email.
- Look for the "Sent to" email address.
- Use that exact email address when logging into the returns portal.
Hide My Email addresses often appear as a random string of letters and numbers and may end in:
@privaterelay.appleid.com@icloud.com
Still having trouble?
Double-check that you've entered your order number exactly as shown on your confirmation email or parcel label, and that you're using the same email address linked to the order.
The returns portal matches your order number with the email used at checkout, so using the exact email from your confirmation email usually does the trick. ✨