Missing, wrong or damaged items
If your order arrives incomplete, contains something you did not order, or an item is damaged, we will put it right — but we need to hear from you quickly.
Report it within 3 days
Please report any missing, incorrect or damaged item within 3 days of receiving your order, whether it was delivered to you or collected from one of our stores.
Reporting inside that window lets us check the order against our packing records and the courier's handover while everything is still traceable. Reports that come in after 3 days are much harder for us to verify and resolve.
Check before you report
A quick check saves time on both sides:
- Look through the whole parcel. Smaller items are sometimes tucked inside folded garments or a shoe box.
- Check whether your order was split. Larger orders occasionally travel in more than one parcel, arriving separately.
- Compare against your order confirmation, not your memory of what you added to the cart.
Photos are required for damaged and incorrect items
For a damaged item or a wrong item delivered, we need photographic evidence before we can process a resolution. Please send:
- A clear photo of the item itself — showing the damage, or showing the incorrect item you received
- A photo of the parcel and packaging it arrived in
- Any labels or tags still attached to the item
Photos taken in good light, showing the whole item rather than a close crop, are the most useful. We cannot approve a replacement, refund or credit on a damaged or incorrect item without them, so please send them with your first message to avoid delays.
Keep the item and its packaging until your case is resolved — do not discard either.
What to send us
Contact our support team with:
- Your order number
- What is wrong — which item is missing, what arrived instead, or what the damage is
- Your photos, as set out above
How we resolve it
Once we have the details and photos, our support team will assess your case and confirm the outcome with you. Depending on the situation, we will arrange one of the following:
- A replacement of the item
- A refund
- Store credit
Which of the three applies depends on the circumstances — for example whether the item is still in stock, and the nature of the problem. Our agent will explain what we are able to do and confirm it with you before anything is processed.
Where a refund applies, see Refunds: how and when you get your money back for timeframes and how the money is returned. Where store credit applies, see Store credit and vouchers.
This is not the same as a return
This article covers orders that arrived wrong through a fault on our side. If your order arrived correctly but you have changed your mind, or the size or fit is not right, that is a return or exchange — see Returns, Exchanges & Refunds Policy.
