Reporting Issues With Your Order

Damaged, Faulty or Missing Items

Please inspect your order as soon as it arrives. If any item is damaged, faulty, incorrect or missing, please contact us within 30 days of receiving your order so we can investigate and resolve the issue.

To help us process your claim, we may ask for:

• Your order number
• Photos of the item and packaging
• A description of the issue
• Any relevant delivery information

Unfortunately, we may not be able to offer a replacement, refund or store credit for issues reported more than 30 days after delivery.

Orders Marked as Delivered But Not Received

If your tracking shows that your order has been delivered but you have not received it, please contact us within 30 days of the delivery date.

We recommend first checking:

• Around your property and any safe place locations
• With neighbours or other household members
• With your local delivery office or courier

Claims for orders reported as missing more than 30 days after the delivery date may not be eligible for investigation, replacement or refund.

Why We Have This Policy

We understand that issues can happen from time to time. Setting a 30-day reporting window helps us work with our couriers and warehouse teams while records, tracking information and photographs are still available.