What do I do if my item is damaged, missing or wrong?

We’re sorry if your order hasn’t arrived as expected. Whether your item is damaged, missing, or incorrect, our Online Customer Care Team is here to help you resolve the issue quickly.

Damaged Items

If you accepted delivery

If your order arrived damaged and you accepted delivery, you must contact our Online Customer Care Team within 24 hours of receiving your goods.

To notify us:

• Click Contact Us at the bottom of any of our web pages and select:
  • Order Related from the first drop-down, then
• Provide your order number and images showing the damage.
• You can also contact us via email, live chat, or by phone.

Once your claim has been investigated, we will arrange either a replacement or a refund.

If you refused delivery

If your order arrived damaged, you are within your rights to refuse delivery.

• Clearly mark the Proof of Delivery (POD) paperwork as “damaged” or “refused due to damage”.
• Then contact our Online Customer Care Team via Contact Us at the bottom of any of our web pages to confirm whether you wish to:
  • Arrange re-delivery
  • Cancel your order

Once the goods have been returned and inspected:

• If you requested re-delivery, we will schedule a replacement delivery date.
• If you requested cancellation, we will issue a refund within 14 days.

Incorrect Items

If you believe you have received the wrong product, please contact our Online Customer Care Team within 14 days of delivery.

To notify us:

• Click Contact Us at the bottom of any of our web pages and select:
  • Order Related from the first drop-down, then
• Provide your order number and an image of the incorrect item.

Photographic evidence is required so we can:

• Report the error to our internal teams or suppliers.
• Arrange the correct collection and re-delivery process.

Once confirmed, we will:

• Raise a collection for the incorrect product.
• Arrange a re-delivery of the correct item, completely free of charge.
• Keep you updated with collection and re-delivery dates.

Missing Items

If an item from your order hasn’t arrived, please contact our Online Customer Care Team promptly via Contact Us at the bottom of any of our web pages with your order number and details of the missing product(s).

Our team will investigate and arrange either a replacement or a refund, depending on your preference and stock availability.