We’re sorry to hear that. We take great care in packing every order, but if something arrives damaged, we’ll work quickly to put it right.
When your parcel arrives
If the outer packaging looks badly damaged, you can refuse the delivery or ask the courier to return it to us.
If you choose to accept the parcel, please make a note with the courier that it arrived in damaged condition. If the packaging seal is broken but the product itself appears safe to use, you can keep the item and contact our Customer Experience team. In some cases, we may offer a partial refund if you choose to keep the product.
Report the issue within 24-48 hours
Please let us know within 24-48 hours of receiving your order so we can investigate and resolve the issue for you. You can contact our Customer Experience team. If the seal is broken but the product appears safe to use, please contact us as soon as possible so we can review the issue and let you know the available options. To help us understand what’s happened, please include:
Your order number
A clear photo of the outer packaging
A photo of the damaged item or items inside the parcel
A photo of the broken seal, if applicable
A few important things to note
If any of the items or packaging have been thrown away, we will not be able to take the claim further
If we ask you to return the damaged item, please do so within 14 days of receiving your returns label
Unfortunately, we cannot accept damaged returns received after this time. We understand how disappointing this can be and will always do our best to put things right as quickly as possible.
My item arrived damaged. What should I do?
