Damaged, Lost & Delayed Orders

Last updated: 16 August 2026

Occasionally a parcel is damaged, delayed or goes missing in transit. This is exactly what to do.

Damaged on arrival

The damaged product
The outer packaging, including any visible damage to the box
The shipping label

Please keep the packaging until the claim is resolved — carriers often require it. Once we have reviewed the evidence we will arrange a replacement, a refund or another suitable remedy at no cost to you. You will never be asked to pay return postage on a damaged item.

Wrong item received

Contact us with your order number and a photograph of what arrived. We arrange collection or a prepaid return at our cost and send the correct item as a priority.

Missing items from a multi-item order

Larger orders are sometimes split across several parcels arriving on different days. Check your dispatch emails first. If an item is still missing 3 business days after the rest of the order arrived, contact us.

Delayed parcels

Tracking can take up to 48 hours to activate, and a parcel showing no movement for a day or two is usually still in the network. If your parcel is more than 5 business days past the estimated delivery window, contact us and we will open a carrier investigation.

Lost parcels

If the carrier confirms a parcel is lost, or an investigation closes without locating it, we will replace the order or refund you in full — your choice. Carrier investigations typically take up to 10 business days to conclude, and we chase them on your behalf.

Marked delivered but not received

Please first check with everyone at the address, look in safe places and porches, and ask immediate neighbours — carriers frequently leave parcels with them. Then contact us within 7 days of the delivery scan. We will request proof of delivery and, where appropriate, the GPS data from the carrier, and resolve it from there.

Incorrect address supplied

If a parcel is undeliverable or lost because of an address error made at checkout, we will help you recover it, but we cannot refund an order delivered exactly as addressed. Contact us as early as possible — before dispatch we can usually still correct it.