My item arrived damaged – how can I report this?

If you are asking “How do I report a damaged item from Brown Thomas?”, the process is straightforward. Please inspect your parcel carefully on arrival, take photos of any issues, and contact us so we can arrange a replacement or refund.

Step 1: Inspect and document the damage

• Check the item and its packaging immediately on delivery.

• Take clear photos of:

  • The damaged item

  • Any damaged parts

  • The outer packaging and delivery label

• Keep all packaging until we confirm the next steps.

Step 2: Report the issue

• Contact us via the Live Chat widget in the bottom right corner of your screen.

• Provide your order number and a description of the damage.

• Attach the photos you have taken.

Step 3: What happens next

• We will review your report and confirm the resolution.

• If stock is available, we will arrange a replacement.

• If the item cannot be replaced, a refund will be issued to your original payment method.

• If required, we will provide a return label and instructions for returning the damaged item.