Incorrect, Missing or Damaged Items

Incorrect, Missing or Damaged Items

We carefully pack all orders, however if something is not right, we will work with you to resolve it as quickly as possible.

Report Timeframe

We request that you notify us of any issues within 4 business days of delivery.

This includes:

  • Incorrect items received

  • Missing items

  • Damaged items

 

What We Need From You

To assess your claim, we may require:

  • Your order number

  • A clear description of the issue

  • Photographs of the item(s) and packaging

Providing complete information upfront allows us to resolve your claim faster.

How We Resolve Issues

Once your claim has been reviewed and approved, we will provide a resolution which may include:

  • A prepaid label may be issued to return the items back to us, a refund will be issued on receipt

  • A refund for the affected item(s) with no need to return

  • Refund of any applicable postage charges

Important – Replacements & Postage

  • We do not resend replacement items

  • We do not provide postage credits for reordering

If you require the item urgently, you will need to place a new order.

Returns & Reply-Paid Labels

If a return is required:

  • We may provide a reply-paid return label

  • You must use this label if supplied, we will not refund postage fees if you do not wait for our label

For oversized or bulky items:

  • You may be required to return the item directly to the courier depot

Customer-Paid Returns

If you choose to return an item at your own expense:

  • We will not reimburse postage costs

  • This applies even if a reply-paid option was provided

Important Notes

  • Please retain all original packaging until your claim is resolved

  • Items may be required for inspection by the courier