What to do if an item is missing or the wrong item was delivered

Please check the complete parcel carefully before reporting an item as missing. Smaller components may be packed inside the product box, glass base, bowl packaging or accessory compartment, and some products include spare parts.

If an item is missing or incorrect, retain the parcel, delivery label, internal packaging and every item received. Do not use an incorrectly supplied product or return anything until our support team has reviewed the case.

Please provide:

- your order number;
- the name and quantity of the missing or incorrect item;
- a photograph of the outside of the parcel showing the delivery label;
- photographs of the opened parcel, internal packaging and all items received; and
- a photograph of any product label, barcode, flavour, colour or size that is incorrect.

If the outer parcel was open, damaged or resealed when delivered, include photographs and explain this in your ticket.

Use one support ticket for the complete order issue. Separate messages can delay the review because the evidence and correspondence may become divided.

We will compare the information with the order and packing records. Depending on the circumstances, we may send the missing or correct item, request a return, arrange another suitable resolution or investigate the parcel with the courier.

Please report the problem as soon as possible after delivery. Keep all packaging until we confirm that it is no longer required.

For a damaged or faulty product, use the damaged-product guidance instead, as additional photographs or checks may be needed.