How to Report a Damaged Item
If you notice damage to your products / items when your order arrives, please contact us as soon as possible.
To help us review your request quickly, please include:
- Your full name.
- Your order number.
- A brief description of the damage.
- Clear photos of both the damaged item and the packaging.
Providing photos helps us understand what’s happened and allows us to move forward more quickly.
Please note: Video or photo evidence of both the item and packaging is required. Without this, we may not be able to process a replacement.
What Happens Next
- Your request will be reviewed by our team - replacements or refunds are not issued automatically.
- Once reviewed, we’ll confirm whether a replacement or refund can be provided.
- If approved:
- Your replacement will be sent using express delivery, where possible.
- You’ll receive a new Order On Its Way email (with new tracking information) when the replacement leaves our warehouse.
We’ll always aim to keep this process clear and straightforward for you.
How Long It Takes
- We aim to review damage reports as quickly as possible.
- Replacement delivery times will depend on your location and when the replacement or refund is processed, but we’ll always use the fastest suitable option in consultation with you.
Helpful Tips
- Keep all packaging and damaged items until your request has been reviewed.
- Take photos as soon as possible after delivery.
- Make sure images are clear and show the issue in detail.