Damaged or lost packages

All parcels are insured for loss and damage through the carrier, with no extra steps needed from you.

If your package arrives damaged

1. If you can, inspect the package before the courier leaves and refuse it if it is damaged.
2. Otherwise, take clear photos of the box, the contents and any courier markings.
3. Fill out our support request form with your order number, the photos and the courier details. Please report it promptly.
4. We will arrange a refund or replacement once the courier completes its investigation.

If your package is marked delivered but you did not receive it

Report it within 10 days of the delivery scan. We will arrange a refund or replacement once the courier has investigated and confirmed the package is lost.

Related articles

• Returns, exchanges and warranty
• Tracking your order

Need help? Fill out our support request form.