In the unlikely event of damaged, missing, or incorrect items (whether you have ordered incorrectly or we have sent you them incorrectly) within your order, you MUST notify us by using the form on this link: Shortage / Damage / Incorrection Notification form This adds your information into our Production Schedule so it is visible and trackable by all our members of staff. This not only allows us to investigate and resolve the issue, but means that your notification doesn’t get missed in the vast number of emails we get each day.
If you are notifying us about damaged items you will need to upload photos to the site (both of the items and box). To do this, click on ‘Choose File’ above and then select your photo(s). We will ask that damaged items be returned so that we can re-use them but will advise how this will be done when we have your information.
Once complete, add to the cart and checkout as normal, making sure you choose ‘local pickup’ and without priority processing so that there is no charge. Please fill out one form per order.
Notification must be made within 7 working days of receipt of goods. This allows us to pursue a claim against our carrier if applicable.
Our receipt of the information gathered by this form does not acknowledge or construe liability but as our 100% Satisfaction Guarantee suggests, we will look to resolve any matter quickly and to your satisfaction wherever possible.