Something is wrong with my order

I Need Assistance – Something Has Gone Wrong With My Order

We’re all human – sometimes things go wrong with orders. Don’t worry, we’re here to help.

Please choose from the below options:


I have not received my order My parcel is lost An item/s in my order is damaged An item/s in my order is incorrect Part of my order is missing This is not what I ordered

 


I have not received my order

Your order will be dispatched according to the delivery service you selected, and our delivery schedule and cut off period for orders each day.

You can review your chosen delivery method in your account, under My Orders.

Our delivery time schedule is outlined on our shipping page.

If you believe your order has not arrived within the specified time frame, your order might be lost in transit and we would require you to let us know that your order is lost.

To open a claim you must inform us via our Claims Portal – Report A Problem.


My parcel is lost

If you believe that your order might have been lost in transit, we advise that you check whether or not your parcel has passed it’s expected delivery date.

You can find your estimated time of delivery via My Orders in your account dashboard.

To be eligible for a loss claim:

– You must notify us within 20 days from when the order was shipped.

If you have not received your parcel within the estimated delivery date you can let us know via our claims portal.

To open a claim you must inform us via our Claims Portal – Report A Problem.


An item/s in my order is damaged

We’re sorry your parcel has arrived damaged. We class damage to a parcel as damage to the parcel contents, not damage to the box or packaging the parcel was sent in.

To be eligible for a damage claim:

– You must notify us within 14 days of delivery.

– We require that you retain any damaged item(s) as well as the parcel packaging until any claim is settled.

Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

To open a claim you must inform us via our Claims Portal – Report A Problem.


An item/s in my order is incorrect

You’ve received your order, however, an item or items in your order is incorrect. We’re sorry to hear your parcel has not been received as expected.

If you believe you have received the wrong products, then we require you to notify us within 72 hours of receipt of your shipment so that we can investigate and rectify the problem for you.

To report an incorrect item/s in your order, please raise a claim from our Claims Portal – Report A Problem.


Part of my order is missing

You may be entitled to compensation if your parcel has arrived damaged with some contents missing.

To be eligible for a Part Loss claim:

– You must notify us within 7 days of delivery.

Please note: We will require photographic evidence of both the damage to the parcel and the packaging itself as part of the claims process.

To open a claim you must inform us via our Claims Portal – Report A Problem.


This is not what I ordered

You’ve received your order, however, the contents of the order is incorrect or not what you ordered. We’re sorry to hear your parcel has not been received as expected.

If you believe you have received the wrong products, or, received the wrong order, then we require you to notify us within 72 hours of receipt of your shipment so that we can investigate and rectify the problem for you.

To open a claim you must inform us via our Claims Portal – Report A Problem.

 


Making A Claim

To open a claim you must inform us via our Claims Portal – Report A Problem.

We cannot accept claims or investigations without filing a problem report with our claims department.

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