How to explain that you received the wrong item in English

"It's wrong" leaves the support agent to discover what you mean. State what the order confirmation says, then what you can see on the item or its label.

Detail	Ordered	Received	A sentence to practise
Product type	Backpack	Shoulder bag	The order is for a backpack, but I received a shoulder bag.
Colour	Blue	Black	The confirmation says blue; the bag I received is black.
Quantity	Two notebooks	One notebook	I ordered two notebooks, but there is only one in this parcel.
Label	Medium	Large	My order says medium, but the label on the shirt says large.

You do not need every row. Choose the detail that identifies your problem. Quantity might involve another parcel rather than a wrong product, so describe what you received and ask whether the remaining item is being sent separately.

For clothing, distinguish the printed size from how the garment fits. "The label says medium, but it feels too small" does not report the same problem as "I ordered medium and the label says large."

ASOS's wrong-item guidance specifically asks customers to check labels and the brand's size guide because sizing systems can differ. That is a useful reason to report the actual label rather than guessing from fit alone. Its return process is specific to ASOS; follow the instructions for your seller and location.

If a label is missing or unreadable, say so: "I can't find the product code. I can send a photo if that would help."

Do not invent a model number from a similar-looking product online. You can be precise about an observation without knowing the explanation: "The bag has one shoulder strap. The product image in my order shows two backpack straps."

If the entire parcel has not arrived, that is a different conversation. Use the delivered-but-not-received guide rather than saying you received the wrong item.

After describing the mismatch, state your preference: "I'd prefer the blue backpack I ordered. Is a replacement available?"

Then listen for whether the agent is offering a replacement, checking availability or asking for more information. Those answers are not interchangeable.

For example, "I'll check whether we can send it" is not a dispatch confirmation. A useful reply is: "Thanks. When should I expect an update?"

If the agent asks you to return the item, ask the practical question you still need answered: "Could you send the return instructions?" or "Which reference should I include?" Do not assume a particular label, fee, deadline or collection arrangement applies until it has been explained.

NEXT's wrong-item help page directs customers to contact its support team for help. Different retailers may use different routes. This article teaches the English for the exchange, not a universal returns policy or a statement of your legal rights.

Subject: Different item received, order 4826

Hello,

My order confirmation lists a blue backpack. The parcel arrived today, but it contains a black shoulder bag instead.

I'd prefer to receive the backpack I ordered. Could you tell me whether a replacement is available and what I should do with the shoulder bag? I can provide photos through your support channel if needed.

Thank you.

This example gives the agent a specific comparison and two questions to answer. Remove any statement that is not true for your order. For example, do not write that photos are attached unless you actually attach them.

Use the seller's official support channel for order details. A public review or social-media comment does not need your full address or payment information.

In this original partner exercise, the customer has ordered the blue backpack and received the black shoulder bag. The agent chooses one of these fictional replies:

Reply	What the customer can record afterward
I need a photo of the item before reviewing this.	A photo has been requested; the remedy is not decided.
I can offer a refund after the return is processed. Would you like the instructions?	A refund route has been offered; return instructions still need to be obtained.
The backpack is out of stock. I can check again tomorrow.	No replacement is confirmed; a stock check is proposed.

The customer asks one follow-up, then summarises the next action. For the first reply: "I'll send the photo through this chat. You'll review it before confirming the options, correct?"

Swap roles and use another reply. Check that the summary does not turn an offer into a completed refund or a stock check into a shipment. These are exercise conditions, not promises about any retailer.

If the agent gives several steps, the conversation next-step guide can help you check who will do what before ending the call.