We’re sorry to hear there’s an issue with your order — our team works hard to get everything right, but sometimes things don’t go as expected. Don’t worry, we’ll help get this sorted as quickly as possible.
Damaged item
If your item arrives damaged, please let us know within 48 hours of delivery so we can assist you.
Please include:
Your order number
Photos of the damaged item
The product serial number (if possible)
Please note that without this information, we may not be able to process your request.
Faulty item (within 30 days)
If your item develops a fault within the first 30 days of delivery, we recommend first checking the troubleshooting steps in the user manual.
You can find this in the booklet included with your product or online here: [link to manuals]
If the issue continues, please get in touch, including your order number, product serial number and a detailed description of the problem.
Please note that we are unable to offer replacement items for faults within the first 30 days. A full refund will be provided once the item has been returned and inspected.
Faulty item (after 30 days)
If your item becomes faulty after 30 days, please follow the troubleshooting steps in the user manual first.
You can access the manuals online here: [link to manuals]
If the issue persists, please reach out with your order number, product serial number, and details of the problem, and we’ll advise on the next steps.
Depending on the issue, this may include troubleshooting, replacement parts, or a return for inspection or repair.
Missing item
If something is missing from your order, please:
Check your order confirmation email to make sure the item was included
Check your tracking emails, as items may arrive separately and have different tracking numbers
If the item is listed but missing from your order, please contact us as soon as possible including:
Your order number
The item(s) missing
A photo of the shipping label
Photos of the packaging
A photo of the items received
Incorrect item received
If you’ve received the wrong item, please get in touch as soon as possible so we can resolve this for you.
To help us investigate quickly, please include:
Your order number
A clear photo of the item received
A photo of the packaging
Incorrect item claims should be reported within 30 days of delivery.
Still need help?
Not sure what applies to your situation? please contact our Customer Support team via our contact form or live chat, and we’ll be happy to help.