Order issues

If you experience a problem with your order, we’re here to help. This page explains what to do if an item is missing, incorrect or arrives damaged.

While most orders arrive without any issues, occasionally problems can occur during packing or delivery. If something doesn’t look right with your order, please review the FAQs below for guidance on the next steps.

We’re sorry if the item you received is not what you ordered. Occasionally, errors can occur during the packing or fulfilment process.

If you believe you have received the wrong item, please contact our support team and include your order number, the name of the item you received, and if possible a photo of the product. This will help us investigate the issue quickly and arrange the appropriate solution, which may include sending the correct item or issuing a refund.

If an item appears to be missing from your order, please first check your order confirmation to ensure all items were included in the same shipment.

In some cases, products may be dispatched separately, especially if they are supplied from different fulfilment partners. If your order should have arrived together and an item is missing, please contact our support team with your order number so we can investigate and resolve the issue.

If your order arrives damaged, we apologise for the inconvenience. Please contact our support team as soon as possible so we can assist you.

When contacting us, please include your order number and if possible provide photos of the damaged item and packaging. This helps us assess the issue and arrange a replacement or refund where appropriate.

If your order has not arrived within the expected delivery timeframe, we recommend first checking your tracking information if it has been provided.

Tracking updates will usually show the current status of your delivery. If you are unable to locate your tracking details or the delivery appears significantly delayed, please contact our support team with your order number and we will be happy to assist.

You may also find helpful information on our Delivery Information or Track Your Order pages.

If you realise that the delivery address on your order is incorrect, please contact our support team as soon as possible.

If the order has not yet been dispatched, we may be able to update the delivery address before it is sent. However, if the order has already been shipped, it may not be possible to make changes and you may need to wait for the delivery to be completed before arranging a return or redelivery.

Still experiencing an issue with your order?

If you cannot find the answer you’re looking for, please visit our Contact Support page and our team will be happy to help.