How to Report a Damaged Item
If you notice damage to your products / items when your order arrives or they don't seem to be as described, 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 a replacement is 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.
- If a refund is approved:
- The refund will turn up on your original payment method within the next 5 working days.
- It’s likely it’ll be there sooner, but we sometimes find it takes a few days to land because:
- The payment provider has to run their process to get the funds back to you.
- They may have a query on your account that holds things up.
- If you raised a dispute or chargeback on the payment, then they’ll need to manually intervene.
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.