Contact us promptly if your parcel is missing or arrives damaged. We will help investigate with the courier and explain the next steps for your order.
A damaged delivery
Keep the packaging and the item. Take clear photos of the outer box, label, packing material and the damage, then send them with your order number and a short explanation. Do not return or discard anything until we have advised you.
Marked delivered but not received
Check the tracking details for delivery notes or a photo. Look in the usual safe places and ask other people at the delivery address whether they accepted it. If it is still missing, tell us and the courier promptly with the tracking reference.
Tracking has stopped
Check the latest scan and date on the courier's page. If the parcel is overdue or the tracking appears stuck, contact us with the order and tracking numbers so we can follow it up.
An order can contain several parcels, so check whether the missing item has a separate tracking link.
Getting it resolved
We will assess the details and work with you on the appropriate resolution. The investigation and any courier claim do not remove the rights that apply to your purchase.