Missing, Damaged or Wrong Items
Clear guidance on what to do if your Soghaat order arrives damaged, appears incomplete, is leaking, or contains an item you believe is incorrect.
This page explains what to check before contacting us, what evidence may be required, and how claims are reviewed fairly using order, courier and dispatch information where available.
Please Check Your Order Carefully
Before submitting a claim, please check your full order and packaging carefully. Many queries can be resolved quickly by checking inside all protective materials, inserts, wrapping and inner boxes.
Claims may be delayed or declined if the item or packaging has been discarded, altered, opened, used, tested, sprayed, resealed or cannot be inspected where required.
Report the Issue Promptly
If your order arrives damaged, incomplete, leaking or incorrect, please contact us as soon as possible after delivery. Issues should ideally be reported within 24 hours of delivery so we can review the matter promptly and support any courier or supplier investigation where needed.
- Use our Contact Us page
- Include your order number and the email address used at checkout
- Describe the issue clearly and accurately
- Attach clear photos or video evidence where requested
Evidence We May Require
To review a claim properly, we may request clear evidence of the item, packaging and delivery condition. Evidence must be clear enough for us to review the issue. Blurry, incomplete, cropped or unclear evidence may delay the review.
| Evidence Type | What We May Need |
|---|---|
| Item Photos | Clear photos of the item received, including product label, barcode, batch code or box details where visible. |
| Parcel Photos | Photos of the outer delivery box or mailer, parcel label, tracking label and packaging condition. |
| Damage Evidence | Photos showing damage, leakage, missing components or the incorrect item from multiple angles where possible. |
| Video Evidence | Video may be required where the issue involves leakage, movement, damage, condition concerns or missing contents. |
Clear photos of the item received, including product label, barcode, batch code or box details where visible.
Photos of the outer delivery box or mailer, parcel label, tracking label and packaging condition.
Photos showing damage, leakage, missing components or the incorrect item from multiple angles where possible.
Video may be required where the issue involves leakage, movement, damage, condition concerns or missing contents.
If an Item Appears to Be Missing
If you believe an item is missing from your order, please check all packaging carefully before contacting us.
- Check inside the parcel, inner boxes, wrapping, void fill, inserts and protective packaging
- Check whether your order has been split into more than one parcel
- Keep all packaging until the matter has been fully reviewed
- Provide photos or video of the full parcel contents where requested
We may review internal packing records, order records, weight checks, quality-control logs, timestamped packing images and CCTV where available. These checks are in place to protect both customers and staff. If a genuine issue is identified, we will help resolve it fairly.
If an Item Arrives Damaged
If an item arrives damaged, please keep the product and all delivery packaging until the matter has been reviewed.
- Do not dispose of the item or packaging
- Do not attempt to repair, clean, alter or further use the item
- Provide photos of the item, product box, outer parcel and parcel label
- Provide images showing the damage clearly from multiple angles where possible
In some cases, the courier or supplier may require the item and packaging to be retained for inspection or claim purposes.
If a Fragrance Bottle Appears to Be Leaking
If you believe a fragrance bottle has leaked, we may require photos and a continuous video to assess the issue properly.
- Show the bottle, cap, nozzle, collar and fill level clearly
- Show the product box, inner packaging, outer parcel and parcel label
- Show visible leakage clearly where present
- Keep the item, box, parcel label and delivery packaging until the review is complete
Please do not dispose of the item or packaging before we have reviewed the matter. If the item is returned and no fault is found, or the condition does not match the reported issue, the claim may be declined.
If You Believe You Received the Wrong Item
If you believe you have received the wrong item, please check your order confirmation first to confirm what was ordered.
- Do not open, use, test, spray, reseal or dispose of the item
- Keep the item and packaging exactly as received
- Provide photos of the item, product label, barcode, box and parcel label
- Wait for our instructions before returning the item
If the wrong item was genuinely supplied and remains unopened and unused, we will assist with the appropriate return arrangements.
Opening, testing, using, spraying or resealing an incorrect item may affect eligibility for return, replacement or refund.
Incorrect Address or Delivered but Not Received
Please ensure your delivery address is entered accurately when placing your order. Incorrect or incomplete address details may cause delays, failed delivery or return to sender. Once dispatched, address changes cannot always be made.
If tracking shows delivered but you cannot locate the parcel, please check safe places, household members, neighbours, reception areas and any delivery notes before contacting us.
- Courier GPS or location scan data may be reviewed
- Delivery photos, signatures or delivery confirmation may be used as evidence
- Customers may be asked to confirm delivery details and surrounding circumstances
- Additional courier charges caused by incorrect address information may be payable by the customer
Where courier evidence confirms delivery to the address or location provided, the claim may not be accepted by the courier. Loss, theft or mishandling after confirmed delivery may fall outside Soghaat’s responsibility.
How We Review Claims
Once we receive your claim, we will review the information provided and may request further details if needed. Claims are reviewed carefully and fairly.
| Review Area | What May Be Checked |
|---|---|
| Order Records | We may check order details, product records, item quantities and fulfilment information. |
| Dispatch Evidence | We may review packing records, weight checks, quality-control logs, timestamped images and CCTV where available. |
| Courier Evidence | We may review courier tracking, delivery scans, delivery photos, signatures and GPS/location data. |
| Inspection | We may require the item to be returned for inspection before a final decision is made. |
We may check order details, product records, item quantities and fulfilment information.
We may review packing records, weight checks, quality-control logs, timestamped images and CCTV where available.
We may review courier tracking, delivery scans, delivery photos, signatures and GPS/location data.
We may require the item to be returned for inspection before a final decision is made.
A replacement, refund or other resolution will only be offered where the issue can be reasonably verified.
Do Not Dispose of Items or Packaging
Please do not throw away any item, packaging, box, parcel label, inserts or damaged goods before the issue has been reviewed.
- The item may be needed for supplier inspection
- The courier may require packaging evidence for a claim
- We may need to compare the returned item against original order records
If the item or packaging has been disposed of before review, we may be unable to progress the claim.
If the Claim Cannot Be Verified
We may be unable to approve a claim where the issue cannot be reasonably verified.
- Evidence is missing, unclear, incomplete or inconsistent
- The product or packaging has been disposed of
- The item has been opened, used, tested, sprayed, altered or resealed
- The returned item does not match the reported issue
- Courier or internal evidence does not support the claim
If an item is returned and the claim is not verified, the return may be rejected and the customer may be responsible for delivery, return, redelivery, handling or carrier charges required to send the item back.
Costs for Ineligible or Rejected Claims
If an item is returned to us but does not meet our conditions, or the reported issue cannot be verified, the claim may be rejected.
- The customer may be responsible for delivery, return, redelivery, handling, carrier or storage charges
- Return shipping may be payable before the item is sent back
- Unclaimed rejected items may be disposed of after 30 days
Sending an item back does not automatically guarantee a refund, replacement or claim approval.
Possible Resolutions
Where a claim is approved, the resolution will depend on the issue, evidence, product availability, courier outcome and inspection result.
We will always aim to resolve genuine issues fairly, but we will not approve claims that cannot be supported by the information available.
Related Customer Support Information
These pages may help you understand delivery, tracking, returns and order support before submitting a claim.
Report a Missing, Damaged, Leaking or Incorrect Item
Please use our Contact Us page and include your order number, email address used at checkout, a clear explanation of the issue, and any requested photos or videos.
Providing complete information at the start helps us review your claim more efficiently.
Contact Support