Prepare the space
Clear a stable surface before opening a parcel. Keep children and pets away from loose packing materials and any sharp tools. Open the outer packaging carefully to avoid marking the item beneath it.
Check before discarding
Locate small parts and compare the contents with the order information. Do not throw away the packaging until the item has been checked. If you find broken glass or ceramic, avoid handling loose shards with bare hands.
Record a problem clearly
Take photographs of the outer carton, shipping label, internal packing and affected item where safe. Keep the order reference with the images. This helps distinguish shipping damage, an incorrect item and a missing component.
Contact the team
Email [email protected] before arranging a return. We will need the order and item details to confirm the next steps. Do not send a parcel to the registered office without return instructions.