# My item does not match its description, what should I do?

> If you believe that an item you received does not match the product description we provided please visit your Returns page and follow the steps outlined here 

Source: https://help.thredup.com/en_us/my-item-does-not-match-its-description-what-should-i-do-SyWTU7kon

Last updated: 2025-11-26T21:30:48.249Z

If you believe that an item you received does not match the product description we provided, please visit your [Returns page](https://www.thredup.com/my/returns) and follow the steps outlined here. 

If you have any concerns regarding the authenticity for an item you have received, please reach out to our [Customer Service Team](https://www.thredup.com/contact) for the next steps. We take these concerns very seriously and we are happy to address any concerns you may have.

Our team goes through a multi point inspection to ensure that items are in excellent pre-loved condition and that they're listed as accurately as possible.

If the occasional human error is made and you receive an item that doesn't match its description, get a return started by selecting “Inaccurate Description” or “Quality Issue” for the return reason. Our processors will review your item and waive the restocking fee as applicable. Be sure to also select a field under the “What was incorrect?” section as an additional drop down will appear. If you’d also like to be refunded back to your original form of payment with free shipping given this mistake, please start your return with the $10.99 shipping label and as soon as it is initiated, reach out to our [Customer Service Team](https://www.thredup.com/contact) with the return number. 

Please note, if any ThredUp credits were used towards your purchase, your original form of payment will be refunded in the amount of credits you originally used while the rest will go back to your debit/credit card.