• Damaged, Missing or Incorrect Item Guide

Order Support

Missing, Damaged or Wrong Items

Clear guidance on what to do if your order arrives damaged, appears incomplete, is leaking, or contains an item you believe is incorrect. Keeping the parcel, packaging and clear photos or video helps us review the issue fairly.

Before Contacting Us

Check the Full Order and Packaging

Many issues are resolved by checking all wrapping, inserts, compartments, void fill and inner boxes before contacting us.

Check your order

Compare all items received against your order confirmation email.

Check all packaging

Look inside the parcel, wrapping, inserts, protective materials and any internal boxes.

Keep everything

Keep the delivery box, parcel label, product packaging and all contents until reviewed.

Helpful Details

What We May Need

Photos or video should be clear, uncropped and show the condition as received.

  • Order number and order email address
  • Photos of the item and product packaging
  • Photos of the outer parcel and courier label
  • Batch code, barcode or label details where visible
  • Video where leakage, movement or missing contents are reported
  • Courier tracking status or delivery photo where available
Missing item

Check all packaging first. We may review packing records, order records, parcel weight checks and available dispatch information.

Damaged or leaking item

Keep the item, product box, parcel label and delivery packaging. Do not dispose of anything until reviewed.

Wrong item received

Do not open, test, spray, use, reseal or dispose of the item. Keep it exactly as received and wait for instructions.

Important

Do Not Use or Alter the Item

A review may be delayed, or we may not be able to resolve the issue, if the item or packaging has been discarded, altered, opened, used, tested, sprayed, resealed or cannot be inspected where required.

Contact Support

Delivery Disputes

Delivered but Not Received

If tracking shows delivered, check safe places, household members, neighbours, reception areas and delivery notes before contacting us.

  • Courier GPS or location scan data may be reviewed.
  • Delivery photos, signatures or confirmations may be reviewed.
  • Incorrect or incomplete address details can delay or prevent delivery.
  • If courier confirms delivery to the correct address, later loss or theft may need to be raised with the courier or building management.