Returns and complaints support
If something arrives damaged, incorrect, missing or incomplete, contact us and we will help find an appropriate solution.
Because many products are food or grocery items, some items may not be returnable once delivered or opened.
We review each issue 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 photo of the received item label.
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 your delivery updates first. If it still looks delayed, contact support with your order number and destination details.
Information to include when contacting support
- Your order number (you can find it in your order email and order status page).
- A short explanation of the issue.
- Photos of damaged or incorrect items (if relevant).
- Photos of outer packaging if 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.
Support email: hello@stop-shop.eu
FAQ
My item arrived damaged. What should I do?
Contact support with your order number, photos of the item, and photos of the packaging when shipping damage is visible.
I received the wrong item. What should I do?
Send your order number, a short explanation, and a clear photo of what you received so we can review and guide next steps.
An item is missing from my order. What should I do?
Contact support with your order number, missing item details, and the order email address used at checkout.
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 timeline by email.
Who pays return shipping?
Return shipping, when needed, depends on the specific issue and will be confirmed during case review.