I Have Received An Incorrect Item - What Should I Do Next?
On occasion we are aware that mistakes can happen in the packing and delivery service. If you have received an incorrect item in your order please notify us on 0116 269 7580 or by email at firstname.lastname@example.org providing your order number and stating your incorrect item. Sometimes you may be required to provide a photo of the incorrect item so that this can be processed by the correct department; in the cases where a photo has been requested, you have 48hours to provide the required information otherwise we may not be able to consider your claim.
Please do not open any incorrect items as this would be deemed as acceptance of your order.
Something Is Missing From My Order
We always try to send out all orders complete, sometimes we may notify you that your order will be sent out as a split delivery, but this is very rare. If we do this we'll contact you to let you know what's going on as this can be the case of lost or missing goods from your order.
In the unlikely event that we've missed something entirely from your order pease contact us on 0116 269 7580 or by email at email@example.com providing your order number and details of your missing items. We aim to rectify any mistakes the same working day.
I Have Received A Damaged Item
If you have received a damaged item, we would ask you not to refuse delivery, but to accept it and contact us immediately as refusal of the parcel will result in a delay to your entire order as we will not be able to reship your order until the courier has returned the refused one to us and this can be slower than many people realise.
We try extremely hard to prevent any damage to your goods during transit, and all of our products are thoroughly inspected before they are packed and shipped.
So that we can resolve the issue as swiftly as possible we ask that you contact us on 0116 2697580 or by email at firstname.lastname@example.org and kindly provide the following information:
- Your order number
- Which product is damaged
- The type of damage
- Did the package arrive intact and fully sealed?
We will require photographic evidence of the damage so that this can be sent to the relevant department. This will need to be received within 48 hours of your delivery.
We may need to collect the damaged item(s) from the delivery address, or on occasion may ask that you return them to us, for which you will be reimbursed. Please do not return damaged items without prior authorisation. Failure to provide this information or allow us to collect the goods may result in your claim being rejected. If you receive a damaged bottle/tub, but the seal is still intact please do not open it as this will be deemed as acceptance of the order.
Once we have received the photo(s) we will attempt to resolve the situation swiftly. We are unable to refund, credit or exchange any damaged items until proof of damage has been verified.