What if my product is faulty or damaged?Updated 3 months ago
What if my product is faulty or damaged?
We're so sorry to hear your order didn't arrive in perfect condition. Please know we'll do everything we can to make it right — quickly and with care.
What We Need From You
To get your replacement sorted as quickly as possible, please contact us straight away with the following:
- A clear photograph of the damaged product
- A clear photograph of the packaging showing the damage
Our insurance policy requires photographic evidence of both the product and its packaging before we can process a replacement. The clearer your photos, the faster we can help.
What Happens Next
Once we've received and reviewed your photos:
- A replacement will be dispatched to you as soon as possible, subject to availability
- You'll receive tracking information once your replacement is on its way
- Our team will keep you updated every step of the way
Tips for a Faster Resolution
- Report the issue as soon as possible after receiving your order
- Make sure your photos are well-lit and in focus so our team can assess quickly
- Include your order number in your message to help us locate your details right away
Still need help?
We're here for you. If you couldn't find what you were looking for, our customer care team is happy to assist.
🕐 Customer Care Hours (AEST)
Mon – Thu: 9:00am – 5:00pm Fri: 9:00am – 3:00pm