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.
Report the issue within 7 days
Please let us know within 7 days of placing your order so we can investigate and resolve the issue for you. You can contact our Customer Experience team.
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 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.