We’re sorry to hear that an item was missing from your parcel. If the item was purchased directly from us, we can help arrange a replacement.
Before Reporting a Missing Item
When reporting a missing item, please confirm:
- Which item or part is missing.
- Whether the parcel or box was damaged when it arrived.
- Whether the parcel or box appeared to have been opened or tampered with before delivery.
This information helps us understand what may have happened to your parcel and process your request correctly.
Request a Replacement Online
You can request a replacement quickly and easily through your online account:
- Log in to your account.
- Go to the Subscription tab.
- Select your most recent parcel.
- Click the "Missing or damaged" link in the bottom-right corner.
- Follow the on-screen instructions and provide the requested information.
- Submit your request.
Once submitted, we will review and process your replacement request as soon as possible.
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 your request and discuss the available options.
When contacting us about a missing item, please remember to tell us whether the parcel was damaged, opened or appeared to have been tampered with when it arrived.