My online order arrived damaged. What do I need to do?

If your order has arrived damaged, and you have accepted delivery, you must contact our online Customer Care Team promptly following the delivery date.

Notification, along with the online order number and images showing the damage, can be sent by email, live chat or via our social media account platforms (Whatsapp, X, Instagram, Facebook). You can access this by clicking Contact Us where you will see the following:

If you would like to contact us via email, you will need to click the 'Order Related' option from the drop down list and then choose 'Item(s) Damaged' from the 'Order Query' options, before filling in the order/issue details and providing the required image(s).

Once our online Customer Care Team have investigated this, either a replacement or refund will be arranged.

If your order was damaged, but you refused to accept the delivery, please see: I refused my delivery because the product(s) arrived damaged. How do I arrange re-delivery?  OR  I refused my delivery because it arrived damaged. How can I cancel my order?