We understand that receiving an incorrect item or an unexpected parcel can be frustrating. If the item delivered does not match what you ordered, or if you believe you have received someone else’s parcel, please contact our Support Team so we can review the issue and help resolve it.

To assist quickly, we may need photographs of the item, packaging, and shipping label before a resolution can be arranged.

What Should I Do If I Received the Wrong Item?

If you have received an item that does not match your order, please do not use, apply, alter, or discard the product or packaging.

Contact our Support Team and include the following information:

• Your order details

• A brief explanation of the issue

• Photos of the item received

• Photos of the outer packaging

• A clear photo of the shipping label(s)

• A photo of any packing slip or paperwork included in the parcel, if available

This information helps us confirm what was delivered and investigate the issue internally with our fulfilment or carrier network where required.

Please make sure the photos are clear and readable. Blurry or incomplete images may delay the review process.

Why Do You Need Photos?

Photographic evidence allows our Support Team to:

• Confirm whether the item received matches the order placed

• Check whether the parcel may have been incorrectly labelled or misrouted

• Verify the shipping label and delivery details

• Review the issue with our warehouse, fulfilment team, or courier partner

• Arrange the most appropriate resolution

Without clear photos, it may take longer to investigate the issue or confirm what has happened.

What Happens After I Report the Issue?

Once you have contacted our Support Team and provided the required information, we will review the details and advise on the next steps.

Depending on the outcome of the review, this may include:

• Confirming whether the correct item was shipped

• Checking the parcel and shipping label details

• Requesting further information if needed

• Arranging a replacement where appropriate

• Advising on whether the incorrect item needs to be returned

The exact resolution will depend on the circumstances of the issue and the information provided.

Should I Keep the Packaging?

Yes. Please keep the item, product packaging, shipping envelope or parcel, and any paperwork included until the issue has been fully resolved.

The packaging and shipping label may be needed as part of the investigation. Discarding the packaging before contacting us may make it more difficult to verify the issue.

Can a Replacement Be Sent?

If our review confirms that an incorrect item was supplied or that a replacement is required, our Support Team will advise you accordingly.

Before arranging a replacement, we may ask you to confirm the delivery address to help avoid any further delivery issues. Please check the address carefully and let us know immediately if any details need to be updated before the replacement is dispatched.

How to Help Us Resolve the Issue Quickly

To help us handle the issue as efficiently as possible:

• Contact our Support Team as soon as you notice the problem.

• Send one clear message with all relevant details and photos.

• Keep the item and packaging until the issue is resolved.

• Do not use, apply, or discard the item.

• Confirm your delivery address if a replacement is being arranged.

• Provide any additional information requested by our Support Team.

Sending multiple messages or opening multiple tickets for the same issue can delay our response, as duplicate enquiries may need to be reviewed and merged before we can proceed.

Final Guidance

If you receive the wrong item or an unexpected parcel, please contact our Support Team with clear photos of the product, packaging, and shipping label.

Once we have reviewed the information provided, we will advise on the next steps and work to resolve the issue as efficiently as possible.