On the rare occassion there is an issue with your order or delivery, we will do our best to resolve things as swiftly and smoothly as possible. Please see our guidance below.
Faulty or Damaged Products
If you think there is a fault with an item you have received, or your product and/or parcel arrives damaged, please contact us via the helpdesk on our website within 24 hours of delivery and we will do our best to work with you to resolve this as quickly as possible. To expedite the process, please include your order number and attach relevant photos and/or video to highlight the issue.
Incorrect or missing items
If you have received an incorrect item, or an item is missing from your order, please contact us within 24 hours of delivery with details of the error. Please remember to include your order number in your message as this will enable us to help you as quickly as possible. To expedite the process, please attach photos of your packing slip and the box in which your order was received.
My order hasn't been delivered
If your order has not been delivered within the estimated timescales for your country, or your tracking states your parcel has been delivered when in fact it hasn't, please contact our team as quickly as possible. Remember to include your order number within your message, along with any relevant information, as this will help us to swiftly locate your order and speed up our investigation.
Before contacting us, please check with all members of your household, your neighbours, and any safe places, in case your parcel has been delivered there.
If we are unable to locate your parcel, we will raise the investigation further with our courier, who will assist in determining the location/status of your delivery. If your order is deemed lost, we will submit a claim. In this instance, we will resend a replacement order, and where a replacement is not possible, offer an alternative or a refund.
While making a claim on your behalf, we may require further information from yourselves and our courier may contact you directly to confirm details. Unfortunately, failure to cooperate with this may result in your claim being closed and we will be unable to offer a replacement/refund.
Please note, if you have signed a signature release form, or stated you're happy for your parcel to be left safe, we are unable to investigate missing parcels any further and our courier will not accept liability for missing parcels. Wherever possible, we recommend accepting delivery of your parcel in person or asking a trusted friend or neighbour to accept on your behalf.