I have received an incorrect item - what should I do next?

On occasion, we are aware that mistakes can happen when our staff are packing your goods. If you have received an incorrect item or incorrect size please do not hesitate to contact our Customer Support Team via our contact us page.

Please provide your order number, state the incorrect item and the item we should have sent you and we will look into this for you as a matter of urgency and will do all that we can to rectify the issue for you. It is probable that you will be requested to provide a photo of the incorrect product so that this can be provided to the relevant department. 

Please be aware that all issues will need to be reported to us within 48 working hours of your order being received and failure to comply with our request for photo confirmation may result in us being unable to consider your claim. 

Please do not open the incorrect product as this may be deemed as acceptance of the order.

Something is missing from my order - what should I do?

We always do our best to ship your order in its entirety. However, there are times when an item you've ordered is out of stock by the time your order reaches our warehouse. If this occurs, our Customer Support team will promptly inform you, issue a refund for the missing item, and send the rest of your order. If you believe something is missing from an order you've received, please reach out to our team here.

For larger orders, we may need to send them in two boxes. While these boxes may be securely strapped together as one consignment, there could be cases, especially with long international deliveries, where they become separated. If this happens, you might not be aware that your order should have arrived in two boxes, as your documents will show it as one consignment. 

If you haven't received all your items, please contact our Customer Support team via our contact us page, providing your order number, and we'll work with the courier to locate and deliver your missing item(s) as soon as possible.

I have received a damaged item- What should I do?

In the rare event that you receive a damaged item, we kindly request that you do not refuse delivery but accept it. Refusing delivery can lead to delays in processing replacements, as we must wait for the courier to return the refused parcel, which may take longer than expected.

Please be assured that we take extensive measures to prevent damage to your goods during transit. All our products undergo thorough inspection before being carefully packed and shipped.

To assist the resolution process, we kindly ask you to promptly contact our Customer Support Team via our contact us page and provide the following information:

• Your order number.
• Details of the damaged product.
• Description of the type of damage.
• Confirmation if the package arrived intact and fully sealed.

In some cases, we may request photographic evidence of the damage, which should be provided within 48 hours of receiving your delivery.

For damaged items, we may need to arrange a collection from your delivery address or, in some cases, request that you return the items to us, with shipping cost reimbursement provided. Please refrain from returning damaged items without prior authorisation, as doing so may result in the rejection of your claim.

If you receive a damaged tub/pouch with an intact seal, please do not open it, as this will be seen as acceptance of the order.

Once we receive the requested photos (if applicable), we will make every effort to promptly address the situation. Please note that we cannot process refunds, credit, or exchanges for damaged items until we've verified proof of the damage.

Your satisfaction is important to us, and we appreciate your patience in resolving this efficiently.