If your order arrives damaged, don’t accept it as final — photograph the packaging and the item, then message us on WhatsApp right away with your order number. We’ll sort out the next step from there. Our shop page has replacements in stock if a swap ends up being the right fix.
Table of contents
- What to check on arrival
- What to photograph
- How to reach us
- What typically happens next
- If only part of the order is affected
- Reducing the chance of transit damage
- How long the whole process usually takes
- If you paid Cash on Delivery
- FAQ
What to check on arrival
Look at the outer packaging first, then the product packs themselves. Note whether the damage looks like it happened in transit (crushed box, torn outer packaging) versus something else. Checking immediately, before you sign for or accept the delivery as complete, gives you the clearest picture of what state the order arrived in, rather than trying to reconstruct it later from memory.
What to photograph
- The outer delivery packaging as received.
- The damaged item itself, clearly showing the issue.
- Your order confirmation or order number.
Clear, well-lit photos taken before you move or unpack anything further are the most useful record for us to review, since they show the condition closest to how the order actually arrived.
How to reach us
Message us directly with your photos and order number so we can look into it without back-and-forth delays.
Report a damaged order on WhatsApp
What typically happens next
Once we’ve reviewed your photos and order details, we’ll work with you on the most appropriate next step, which could mean a replacement, a refund, or another resolution depending on the specifics of what happened. We handle this case by case rather than following one fixed rule for every situation, so the exact outcome can depend on things like whether the product itself was affected or just the outer packaging. For the full formal terms, see our Refund and Returns Policy.
If only part of the order is affected
Sometimes only one item in a larger order is damaged while the rest arrives fine. In that case, let us know specifically which item was affected along with the same photo evidence, rather than assuming the whole order needs to be addressed. This usually makes for a quicker resolution since it narrows down exactly what needs attention.
Reducing the chance of transit damage
Transit damage is uncommon, but when it happens it’s typically tied to handling during the delivery journey rather than anything about how the order was picked or packed on our end. There isn’t a specific action you need to take to reduce the risk of this happening to your order, but checking the packaging at the door before the rider leaves, when practical, can make it easier to flag an issue immediately rather than after the fact.
How long the whole process usually takes
We aim to respond quickly once you’ve reported an issue with photos and your order number, though we don’t have a fixed guaranteed turnaround time to quote here, since it can depend on the specific resolution involved (a replacement delivery takes a different amount of time than a refund, for example). Reporting the issue as soon as you notice it, rather than days later, is the biggest factor in keeping the process quick on our end.
FAQ
What should I do first if my order arrives damaged?
Photograph the outer packaging and the damaged item before doing anything else, then message us on WhatsApp with your order number.
How quickly should I report damage?
As soon as you notice it. The sooner we know, the faster we can help sort out next steps.
Is there a formal returns policy I should know about?
Yes, see our Refund and Returns Policy or the simpler plain-language explanation for the full details.
Will I get a replacement or a refund?
It depends on the specifics of the situation — we review each case individually rather than applying one fixed rule, and will discuss the most appropriate option with you directly.
What if only the outer box is damaged but the product looks fine?
Still worth photographing and mentioning when you message us, even if the product itself appears unaffected, just so we have a complete record.
Do I need to keep the damaged item until this is resolved?
Yes, please hold onto it until we’ve confirmed the next step with you, rather than discarding it right away.
If you paid Cash on Delivery for a damaged order
If you paid on delivery and noticed the damage right at the door, it’s worth raising it with the rider on the spot if that’s practical, in addition to messaging us afterward with photos. If the damage isn’t obvious until after the rider has left, that’s still fine — message us as soon as you notice, and we’ll take it from there regardless of whether you paid cash or online.
Does it matter if I paid Cash on Delivery or online?
No — the same process applies either way. Photograph the issue and message us with your order number regardless of payment method.
Can I get a replacement delivered within 12 hours?
We can’t promise a fixed within 12 hours turnaround for every replacement, since it depends on stock and the specifics of your case, but we’ll always aim to resolve it as quickly as reasonably possible once we’ve confirmed the details with you.