What happens if my order arrives damaged or faulty?Updated 22 days ago

Though our brand partners take great care in checking products and packaging orders before dispatch, accidents can occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please follow the instructions below.

1. Email us on [email protected] within 72 hours of receipt with the following:
   
   
   • Your order number
   • A detailed description of the damage or fault
   • Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles
     
     ❗ Important: Without evidence we may not be able to offer a replacement or refund as this is required in order to verify the damage or fault, and to raise a claim with the courier.
2. We will be in touch to confirm if you would like a refund or replacement, and arrange this accordingly with our brand partner.
   
   
3. Keep the damaged or faulty product and packaging until we confirm what to do with it. The brand may wish to receive it back, or the courier may ask to inspect it as part of an insurance claim. If the product is irreparable or not in a suitable condition to return (such as broken glass), we will ask you to safely dispose of it.
   
   
4. a) If you choose a refund, you will be refunded in full as soon as we receive satisfactory evidence of the damage or fault. If the brand would like the damaged or faulty product returned to them, you will be refunded once it has been returned.
   
   b) If you choose a replacement, it will be sent out as soon as possible*. If the brand would like the damaged or faulty product returned to them, we will arrange this in conjunction with your replacement.
   *Please note replacements are subject to availability and may result in an additional lead time if the item is made to order.
   
   All return and redelivery fees will be covered by us or the brand in these instances.