If your tracked order does not arrive within 30 working days and you purchased insurance from us you can request a free re-send as per our delivery guaranteePlease visit this article if this describes your situation.

If your order has arrived but has been tampered with or had items removed there is certain information that we will require before we re-send all or part of the order.

Please contact us via a support ticket, explain the situation and attach images to show the following:

  • a copy of any letter you received
  • photographs of the exterior of the package clearly showing your address label and any evidence of the package having been opened or tampered with.
  • photographs of the interior packaging

Please also provide your order number, name and tracking number.