I received the wrong item instead of my order—what should I do?

We apologise if you have received an incorrect item. Our goal is to ensure that you receive the correct items you ordered, and we’re here to resolve any issues quickly. Follow the steps below to report the incorrect item and arrange for a replacement or refund.

Steps to Report an Incorrect Item

1. Check Your Order Details

   • Review your dispatch confirmation email and the items you received to ensure that the incorrect item wasn’t part of a split order. Sometimes orders are dispatched in multiple shipments, and the correct item may still be on its way.

2. Contact Our Customer Service Team

   • If the item is indeed incorrect, please contact our customer service team through one of the following methods:
     • Live Chat: Use the ‘We are here to help’ button at the bottom right of the screen.
     • WhatsApp: Get in touch with us here.
   • Please provide your order number, a description of the incorrect item received, and, if possible, a photo of the item and its packaging. This information will help us process your request promptly.

3. Returning the Incorrect Item

   • Our team will guide you through the return process, including providing you with a prepaid return label if necessary.
   • Please make sure to securely package the incorrect item before returning it, and keep a copy of the proof of postage for your records.

What to Expect Next

• Replacement or Refund: Once we receive the incorrect item, we will either dispatch the correct item (if available) or issue a refund, based on your preference and stock availability.
• Updates: Our customer service team will keep you informed throughout the process and ensure that you are provided with any relevant updates.