We are truly sorry to learn that you are encountering an issue with your recent order. We understand how disappointing this must be and are here to assist you in resolving the matter as quickly as possible.
Missing Items
If you believe that an item is missing from your order, we kindly ask that you carefully check inside all the packages you received.
Sometimes, items may be tucked inside other products for added protection during transit. For example, smaller items might be placed inside a garment pocket, a pouch or container in your order to prevent damage.
Additionally, it is worth thoroughly examining the packing materials as smaller items can occasionally be concealed within the cushioning or wrapping used to secure your order. This extra step often helps in locating any misplaced items.
Should you still be unable to find the missing item after conducting a thorough check, please do not hesitate to get in touch with our customer service team via Submit a request. We are committed to helping you resolve this issue promptly.
Damaged Items
If you have received an item that is damaged or faulty, we sincerely apologise for the inconvenience caused. To assist you further, please kindly submit a request detailing the problem.
What to do if your product arrives damaged
- Take clear photos of the damaged product, packaging, and shipping label.
- Keep all original packaging and items until your request is resolved.
- Contact our support team as soon as possible with your order details via Submit a Request page or our virtual assistant.
- Let us know whether you would prefer a refund or a replacement, if available.
Information to include in your request
- Order number
- Product name
- Description of the damage
- Photos of the product and packaging
- Your preferred resolution: refund or replacement
Refund or replacement options
After we review your request, we’ll let you know whether a refund, replacement, or another solution is available based on our returns policy and stock availability.
Refunds
If approved, refunds are issued to your original payment method. Processing times may vary depending on your bank or payment provider.
Replacements
If a replacement is available, we’ll arrange the next steps with you. In some cases, we may ask you to return the damaged item before sending a replacement.
Important notes
- Report damage as soon as possible after delivery.
- Do not dispose of the item until your case is reviewed.
- Some items may not be eligible for a refund or replacement if they do not meet our returns criteria.