Report a problem with your order
Received a damaged, wrong, faulty or missing item? We’ll sort it out. Find your order below and tell us what is wrong.
Start a claim
What we need
- Report it within 3 days of delivery. After that, contact us through the Contact page.
- Your order number (it is in your order SMS) and the mobile number you ordered with.
- Proof: clear photos or, ideally, an unboxing video showing the parcel and its label, the item, and the problem.
- Keep the packaging until your claim is resolved.
What happens next
- We review your claim and reply within 2 working days.
- If the problem happened in transit, we take it up with the courier ourselves. You do not need to chase them.
- If your claim is valid, we replace the item or refund you.
Filming the parcel as you open it is the easiest way to give us the proof we need. For the full policy, see Returns, refunds & claims.