I've received an order with a damaged or missing item
We realise that not all of our customers are UK-based. That's why we use some of the world's best fully-insured and tracked courier companies to get your precious cargo to you. Our dedicated dispatch team will carefully package up your order to give it the best chance of arriving safely.
We aim to ensure that every delivery arrives without a problem - but if there are any issues with your order, our support team is always at hand to assist you.
My delivery has arrived with some damage
If your order arrives and the outer packaging has some visible signs of damage, it's advisable that you sign for the delivery as damaged (if possible).
Please check the items thoroughly for any signs of damage (check the product's packaging and the item itself) and take photos if you find anything. If the item has become damaged during transit we may potentially require visual evidence in order to raise a claim with the courier company. If you find any damage, please photograph it in as much detail as possible and get in touch for the next steps.
Please note that all issues must be reported within 48 hours of you receiving your delivery. We cannot be held responsible for damages caused by shipping or negligence if reported after 48 hours of the goods being delivered.
My order is showing as "Delivered", but I don't have it
All of our deliveries are tracked to ensure we can monitor them from the moment they leave our warehouse, to when they arrive at your front door. If your order is showing as Delivered but you have not received it yet, firstly check to see if the parcel was signed for and if so, what the name of the recipient is.
If the parcel was left in a safe place there should be a note to explain where it is. Sometimes couriers may decide to leave items with a neighbour or somewhere nearby, even when they are not requested to do so.
If you still can't retrieve your parcel, please notify us within 48 hours of it being marked as 'delivered' in order for us to raise this with our couriers. Failure to do so within this time frame will result in no further action being taken.
My tracker says delivery was attempted, but I don't have it
Couriers often work to a strict schedule. Because of this, they're usually quick to move on from an attempted/failed delivery. We advise that whenever possible, you aim to be ready to receive your delivery throughout your scheduled window or delivery date.
If a courier has attempted to deliver your parcel but was not able to, they will usually leave a calling card and reattempt the next working day. Once a delivery is marked as "Attempted", it may not be possible for it to be reattempted the same day.
My delivery has arrived but is incomplete
If you order multiple items from us and we dispatch several boxes for one order, this may sometimes be split up by the courier company at a distribution centre. Because of this, you might receive more than one delivery that day. This is usually indicated by the appearance of more than one reference number on your order tracker.
If you have not received all your items but your order tracker status is displayed as Delivered, please contact us. Any missing items must be reported within 48 hours of delivery in order for us to raise this with our couriers.
Please note that most couriers follow a strict route and time schedule (especially those who offer time slots for deliveries) so once a delivery is marked as Delivered or Attempted it may not be possible for them to reattempt to deliver the same day. They'll typically return the following day.