My order arrived damaged

We’re sorry to hear your order hasn’t arrived in perfect condition. We know how disappointing this can be, and we’re here to help resolve it as quickly as possible.

What to do first

If your order has arrived damaged, please take clear photos showing the damage to the item(s) and packaging.

Then contact our Customer Service team as soon as possible so we can help resolve it for you quickly.

Please also keep all packaging and the damaged item(s), as we may need these for assessment or investigation.

How to report a damaged order

Please contact our Customer Service team and include:

• Your order number
• A description of the damage
• Photos of:
  • The damaged item(s)
  • The packaging it arrived in (including any external damage to the box)

This helps us quickly assess what’s happened and find the best resolution for you.

What happens next?

Once we receive your details, our team will:

• Review your claim and order information
• Investigate with the delivery carrier where necessary
• Organise a suitable resolution, which may include:
  • A replacement
  • A refund
  • Further support depending on the situation

We’ll always aim to resolve your issue as quickly as possible.

Important information

• Please report damaged orders as soon as possible after delivery
• In some cases, we may need to assess carrier handling or request additional information