Contact us about your external orders

Last updated: July 23, 2026

As a reminder, an external order is your order that was not placed through an Ankorstore retailer. These orders have an identifier in the following format O_XXXXX_XXX.

How to report a claim on your external order?

You can submit claims related to external orders by sending your request directly from your Ankorstore account. To start a conversation with our team:

  1. Log in to your account.

  2. Go to the "Customer Portal" tab.

  3. Click "Create ticket"

  4. Select "Ankorstore Customer Support - Contact form"

  5. Select the contact reason depending on your issue (table below).

Any issue must be reported within 6 calendar days of the delivery confirmation.

To ensure smoother claim handling, please do not group multiple orders in a single claim. Instead, submit one claim per order.

Which contact reason to choose based on your request?

Subject

Contact Reason

Cancellation of external order

“Order Update”

Claim on your external order (damage, missing, loss…)

"Delivery Issues"

Customer record update for an external order

"Inventory Management"

Delivery instruction for an external order

"Delivery Issues"

Request for information on delivery status of an order

"Delivery Issues"

Request to modify an external order

“Order Update”

Billing and costs of the Fulfilment service

"Inventory Management"

Management of your restocks and stock recommendations

"Inventory Management"

Management of your stock

"Inventory Management"

Return of your stock

"Inventory Management"

Deactivation of your brand

"Inventory Management"

Request to add a personalization rule

"Inventory Management"

Claim related to your Ankorstore order

  1. Log in to your account.

  2. Go to the "Customer Portal" tab.

  3. Click "Create ticket"

  4. Select "Ankorstore Customer Support - Contact form"

How to submit your request to the form?

To ensure a quick and effective resolution of your requests, please include the following information in your communications:

  • Order reference - format “O_XXXXX_XXX"

  • Relevant SKUs (in case of damage or missing items)

  • Relevant quantities (in case of damage or missing items)

Your request will be processed by the customer service, who will provide a preliminary response as soon as possible (within 24 business hours). Our customer service is open Monday to Friday from 9am to 5pm.

Claim Resolution

Depending on the type of order: external vs. marketplace and whether or not Ankorstore is liable, the dispute will be treated differently. For more information, please refer to the article: 📄 Damaged/missing/wrong/defective/lost/Returned items Shipped by Brand's Carrier