Damaged, Faulty or Missing ItemsUpdated 7 months ago
We encourage you to inspect your order as soon as possible once it arrives. If any products arrive damaged, faulty, or if you believe you have received the wrong item, contact us as soon as possible, within 48 hours of receiving the product. Please include some photos or a short video showing any damage or faults to the packaging or products. Upon review, we will arrange for a replacement or refund, including any return shipping costs incurred where return is required.
Partial Deliveries
Due to size or weight constraints, or where an order contains multiple products that are stocked in separate distribution centers, we may use multiple couriers or multiple consignment notes to dispatch your order. In these situations the parcels may not all arrive at the some time. If you have received a delivery with only part of your order, please check the delivery confirmation email for multiple tracking consignment numbers to track each of the parcels separately. If there is only one tracking number available, it will generally indicate on the couriers website tracking system that a partial delivery has been made, with the remaining parcel/s still in transit. If there are still parcels outstanding after the estimated delivery time period has elapsed please contact our customer service team to investigate.
Missing Parts
If you have received all of the parcels in your delivery and suspect something may be missing, please ensure that you inspect all boxes and packaging thoroughly, as parts can sometimes move about within the packaging during transport. Use the included assembly manual parts list (where provided) to tick off each of the received parts. If pieces are still missing, please contact us with a photo showing all of the received parts laid out neatly and highlight any missing parts on the assembly manual. We can typically provide replacement parts where available, or a product exchange where replacement parts are not available. At our discretion a partial refund may be arranged to compensate the costs involved in purchasing the required replacement parts elsewhere.