We’re sorry to hear that an item arrived damaged. If the item was purchased directly from us, we can help arrange a replacement.
Before Reporting a Damaged Item
When reporting the damage, please provide as much information as possible, including:
- Which item or part is damaged.
- What type of damage has occurred.
- Whether the outer parcel or box was damaged when it arrived.
- Whether the parcel or box appeared to have been opened or tampered with before delivery.
- Photos of the damaged item if requested.
- Photos of the outer packaging if it was also damaged.
Please keep the damaged item and packaging until your request has been processed, as additional information or photographs may be required.
Request a Replacement Online
You can request a replacement quickly and easily through your online account:
- Log in to your online account.
- Go to the Subscription tab.
- Select the relevant parcel.
- Click the "Missing or damaged" link in the bottom-right corner.
- Select the damaged item and follow the on-screen instructions.
- Upload photographs if requested.
- Submit your request.
Once submitted, we will review your request and process the replacement where applicable.
Can't See the "Missing or Damaged" Link?
The "Missing or damaged" option is available for 28 days after your parcel has been confirmed as delivered.
If the link is not available, please contact our Customer Service team so an agent can review the issue and discuss the available options.
Important
If the outer parcel was damaged, opened or appeared to have been tampered with when it arrived, please include this information when reporting the damaged item.
This helps us understand whether the damage may have occurred during transit and ensures that your request is handled correctly.