Lost or Damaged Parcels Policy
What to do if your parcel is delayed, lost or arrives damaged.
Damaged in Transit
Report damage within 7 days of delivery with photos of the packaging and items. We'll arrange a replacement or refund.
Lost Parcels
If tracking shows no movement or a parcel doesn't arrive in the expected window, contact us. We'll open an inquiry with the carrier and resolve it once the parcel is confirmed lost.
Claims
We handle carrier claims on your behalf — you don't need to contact the courier yourself.
Contact Us
Questions about this policy? Our UK support team is happy to help.