Damaged In Transit

Frequently Asked Questions

My parcel arrived and the box looks damaged. What should I do?

If your parcel arrived damaged, please take photos of the condition of the packaging and the item/s inside. You can then create a Support Ticket which will allow us to assess the damage and provide a resolution as soon as possible. Depending upon the condition and level of damage to the item, we will offer replacement or a partial monetary refund to keep the item.

I’ve opened my order and items are damaged. What should I do?

If your parcel arrived damaged, please take photos of the condition of the packaging and the item/s inside. You can then create a Support Ticket which will allow us to assess the damage and provide a resolution as soon as possible. Depending upon the condition and level of damage to the item, we will offer replacement or a partial monetary refund to keep the item.

I opened my item and it is damaged but I am happy to keep it, what should I do?

Most of the time, damage done in transit is not extensive and is purely cosmetic. Please take photos of the condition of the packaging and the item/s inside. You can then create a Support Ticket which will allow us to assess the damage. Depending upon the condition and level of damage to the item, we will offer replacement if necessary or a partial monetary refund to keep the item.

We appreciate your willingness to keep the item!

My order arrived damaged and I refused delivery, what happens next?

When a delivery is refused, the item will be returned to us by default. Because of this we must allow time for the order to be returned to our warehouse and the items inspected. We are then able to re-send the items to you.

Damaged In Transit Terms

All items that leave either our warehouse, or our suppliers / manufacturers premises are adequately packed and sent in good working condition. Upon receiving your order, you must inspect it to ensure all items are included. If there is any damage, please contact us by Submitting a Ticket within 48 hours of receipt of the item. If notice is not received within 48 hours, the customer is liable for return freight expenses on replacement items.

Keep all original packing materials and documentation including the delivery consignment note. If the goods are visibly damaged on receipt, please have the driver make a note on the shipper’s consignment note and also take a photo of the damaged item/s.