I received an incorrect item – what should I do next?
We strive for accuracy, but occasionally mistakes happen. If you’ve received an incorrect item or the wrong size, please contact our Customer Support Team immediately. Provide your order number, details of the incorrect item, and the item you should have received, and we’ll work quickly to resolve the issue.
You may be asked to provide a photo of the incorrect product to help us investigate the error. Please note:
All issues must be reported within 48 working hours of receiving your order.
If requested, photo confirmation is required to process your claim. Failure to provide it may result in us being unable to assist with your claim.
Please do not open the incorrect product, as this could be considered acceptance of the order.
I have a missing item – what should I do?
In some cases, items may be out of stock due to delays in our system updating. If you are missing an item, please first check your emails for a notification of a refund or stock issue.
If you haven’t received an email or refund for the missing item, it’s possible your order was split into multiple shipments. You should receive tracking information for each package. If not, or if you are unsure, please contact our Customer Support Team, providing your order number, and we’ll work with the courier to locate and deliver your missing item(s) as soon as possible.
I received a damaged item – what should I do?
If you receive a damaged item, please do not refuse delivery. Accepting the package allows us to resolve the issue faster. Refusing delivery can lead to delays, as we must wait for the courier to return the parcel.
We take great care to ensure your items are packed securely, but if damage occurs, please contact our Customer Support Team right away with the following information:
Your order number
Details of the damaged item
A description of the damage
Whether the package arrived intact and fully sealed
In some cases, we may request photographic evidence of the damage, which should be provided within 48 hours of delivery. Please do not return or dispose of damaged items without our approval, as this may invalidate your claim.
If the damaged product is still sealed, do not open it, as doing so may be considered acceptance of the order. Depending on the situation, we may arrange a collection or request that you return the item to us, with return shipping costs reimbursed.
Once we receive the necessary photos and information, we will work promptly to resolve the issue. Please note that we cannot issue refunds, credits, or exchanges for damaged items until we have verified the damage.
Your satisfaction is our priority, and we appreciate your patience as we work to resolve any issues quickly and efficiently.