Claims and Damages
Firstly, we'd like to offer our sincere apologies if you have received any faulty, damaged or missing items. It doesn't happen often, but when it does, we know how frustrating it can be, and we'd like to help you settle your claim as soon as possible so that we can continue doing business together. We constantly monitor the damage rates coming from the various different couriers that we use, and always seek to reduce this by taking whatever action is necessary.
Please be aware that any claim submitted more than 3 days after you have taken delivery of your order cannot be considered, as stated in our terms and conditions.
For us to be able to process your claim quickly, please email our Claims Department at firstname.lastname@example.org with all the following information:
(Please note that if emailing us from a Gmail account, sometimes our emails go into Spam Folders! Please check your Spam/Junk if you cannot see a reply within 48hours)
- Your Order Number
- Date you received your order
- Your Customer Number
- Product Codes & Quantities Damaged
- Images illustrating the damage (required). In cases of multiple damages on the same item, please include a collective photograph of all the damaged pieces.
This MUST be emailed to our Claims Department directly, at the following email address:
All claims are responded to within 24-48 working hours. If you have not received a reply within this time, please contact us to verify the receipt of your claim.
Please note that, as stated in our terms and conditions, any dent/crush or imperfection to any packaging or display box will not be considered as cause for credit or reimbursement. In the event of damaged outer packaging and display boxes, a credit or refund for up to a maximum of 10% of the product value may be issued at our total discretion.Fraudulent claims (including fraudulent claims for lost or missing parcels/goods) are taken extremely seriously and will be pursued through relevant legal avenues. Both our warehouse and our courier partners use all available CCTV during necessary investigations.