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> Use this file to discover available pages before exploring further.
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# I received the wrong item, what should I do?

# I received the wrong item, what should I do?

We are sorry for the mistake 🙏 We know how important it is to receive exactly what you ordered, and we will help you sort it out as quickly as possible.

## 📦 What to do now

Open the request on our support portal, selecting **"Received an item not ordered"**:

👉 [**Open a support request**](https://assistenza.alberogroup.com/assistenza/en)

The form will ask you for:

* 📄 your **order number**
* 📝 **which product you ordered** and **which one you received** by mistake
* 📸 one or more **photos** of the item received, the **parcel** and the **shipping label**

## 🚀 What happens next

* ✔ our team checks the mistake right away
* ✔ you receive a reply within 24-48 working hours
* ✔ we arrange the fastest solution (replacement or another procedure)

At no extra cost and with no stress for you 💙

⏳ If you have already opened a request for this case, please do not open another one: requests are handled in order of arrival and opening more than one only slows down the resolution.

## ✅ In short

* Open the request on the support portal
* Provide order number, what you ordered, what you received and the photos
* We help you sort it out, at no extra cost

If your order **has not arrived yet**, do not use the portal: write to us in the chat and we will check the shipment status together.

👉 [**Open the chat**](https://go.crisp.chat/chat/embed/?website_id=8b9004b7-e00d-4eb2-a782-cd9a8850582f)