We strive to ensure every order is complete and accurate, so we would be very surprised if you find anything missing. However, we understand that mistakes can occasionally happen. If we have not already identified the issue and contacted you, please follow the steps below to resolve the matter promptly.
If you have missing items from your order, here’s a step-by-step guide to resolving the issue:
1. Check the Order Confirmation
- Verify the items you ordered match the items you received.
- Review the order confirmation email or receipt for accuracy.
2. Inspect the Packaging
- Look inside all compartments, layers, or protective wrapping in the package.
- Sometimes smaller items may be hidden or packaged separately.
3. Look for Multiple Deliveries
- Check if your order was split into multiple shipments. This will have been notified to you prior to your delivery.
4. Contact us
- If the above has been followed and the item is still missing, reach out to us! We are available either by telephone, email or live chat.
- We will require details such as:
- Order number
- List of missing items
- Photos of the package and items received (if applicable)
5. Our next steps
- A quick investigation will be carried out there and then to confirm the item is missing.
- Our priority then is to arrange the missing items to be delivered to you as soon as possible. The new delivery date will be communicated to you shortly after your contact, if not there and then!
- We will then carry out a full investigation internally to understand where we went wrong and learn from this.