Something in my order is broken or missingUpdated 2 months ago

If something in your order is broken, faulty, or missing, we’re here to help!

Missing an item?

Before reaching out, check your tracking details, your order may have been split into multiple shipments:

🚚 Look for multiple tracking numbers

• If your order was large, contained some of our bulkier items, or weighed more than 20kg, it may have been sent in separate parcels.
• Log into your account, and check your tracking link for a drop-down option showing additional tracking numbers under the same consignment.

If you’ve confirmed your order should have arrived in full but something is missing, contact us within 7 days of delivery, and we’ll sort it out!

Received a damaged or faulty item?

We’re sorry to hear that! To help us investigate and resolve this as quickly as possible, please send us:

• 📸 Photos of the fault or damage: Close-ups and wider shots of the affected area.
• 📸 Photos of the parcel packaging: Including the shipping label and any visible damage to the box or satchel.

This helps us determine whether the issue occurred in transit or during packing, so we can review and refine our processes while getting things sorted for you.

Get in touch with our team, and we’ll take care of it from there!