If you received an item with a broken part or visible signs of damage, this guide explains what to do next and how to request help from support.
Signs of a damaged item
- Visible breakage or cracks
- Loose, bent, or missing parts
- Scratches, dents, or scuff marks
- Packaging that appears damaged or tampered with
- Signs the item may have been used or previously handled
What to do first
- Stop using the item if it may be unsafe or further damage could occur.
- Take clear photos of the item, the damaged part, and the packaging.
- Keep all packaging materials, labels, and inserts.
- Check your order confirmation to confirm the item received matches what was ordered.
- Contact support as soon as possible with your order number and photos.
How to contact support
Please contact our support team and include the following details:
- Order number
- Item name and quantity
- A description of the damage
- Photos of the item, damage, and packaging
- Whether the parcel was damaged on arrival
What happens next
Once we receive your request, we will review the details and let you know the next steps. Depending on the situation, this may include a replacement, refund, or additional instructions.