What happens if my parcel is lost or damaged in transit?Updated 35 minutes ago

If your parcel is lost or arrives damaged, please reach out to our Customer Experience Team as soon as possible! We’re here to help and will take care of it with urgency.

For lost parcels, we’ll lodge an investigation with the courier to try and locate your order. If the parcel can’t be found, we’ll work with you to arrange a suitable resolution, whether that’s a replacement, store credit, or a refund.

For damaged items, please send through clear photos of the parcel (including any damage to the packaging and product itself), along with your order number. This allows us to escalate the matter to the shipping carrier and resolve it for you quickly. In some circumstances, the courier may wish to collect this parcel so we kindly ask you do not discard of the packing or contents. 

Your experience matters to us, and we’ll always do our best to make things right.