My item is faulty, damaged or wrong. What do I do?
Lodge a request through our Returns & Warranty Portal. Have your order number and delivery postcode ready, then follow the prompts. To help us assess it quickly, include:
- your order number
- a short description of the issue
- clear photos or a short video of the product and the problem, where you can
Our Customer Care team will review it and get back to you with next steps.
An item is missing from my order
Before you lodge a claim, check:
- Inside larger items. We sometimes pack small items inside bigger ones to cut parcel size and carbon footprint.
- For a second parcel. Larger orders can ship in more than one parcel, so check your tracking for another one on its way.
If the item is still missing, contact us and we'll help.