Damage & missing item policy
How to claim for a damaged, defective or missing item.
Record an unboxing video
We ask every customer to record a single continuous unboxing video starting before the parcel is opened. This is the fastest way for us to approve a damage or missing-item claim, and it is required for claims to be processed.
Report within 48 hours
Damaged, defective or missing items must be reported within 48 hours of delivery. Message us on WhatsApp with your order number and the video, or raise a return from your account.
What happens next
- We review the video and photos, usually the same day.
- Approved claims get a free replacement, or a full refund if the item is out of stock.
- Return shipping for a genuine damage claim is on us.