My parcel arrived damaged and contents are missingUpdated 10 months ago

We apologise if you’ve received your package damaged. We do all we can to keep your deliveries safe and secure but if something has gone wrong, we’re here to help.

If it looks like your package has been opened or tampered with and if anything is missing from your parcel then, please follow these steps:

1) Document the damage: Take clear photos of the damaged parcel, including any visible external damages such as rips, dents, or tears. These photos will be useful for filing a claim and assisting in the investigation process.

2) Contact our customer support: Reach out to our customer support team as quickly as possible and within 7 days of receiving your order by filling out this form. Provide them with the details of your order, the tracking number, and a description of the damage and missing items. They will guide you through the next steps and initiate the necessary procedures to resolve the issue.

We understand the importance of your order and the anticipation surrounding its arrival. We will explore appropriate options to resolve the situation to your satisfaction but we kindly request up to 5 working days for the shipper to investigate and provide their feedback. 

3) File a claim: Depending on the shipping method used, we may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide the necessary information to facilitate the claim.

4) Keep the packaging: It's important to retain the original packaging, including any inner packaging materials, as they may be required for further investigation or returning the damaged items.