Damaged or Missing Product Help

We're sorry this happened

Whether your item arrived damaged, broken, or didn't arrive at all - we will resolve this for you quickly. Please tell us what happened below.

We aim to resolve all damage and missing item claims within 24 hours.

DAMAGED ITEM MISSING ITEM WRONG ITEM RECIEVED CONTACT US

Before You Report

For missing parcels, please check these first - it saves time and helps us investigate faster.

Missing Parcels

1

Check with neighbours - the courier may have left it with them

2

Check any safe places around your property (porch, shed, behind bins)

3

Track your order - it may show a delivery attempt or depot hold

4

Wait 24 hours after the expected delivery date before reporting

Damaged Items

1

Keep the original packaging - we may need photos of it

2

Do not dispose of the damaged item before we confirm resolution

3

Take clear photos of the damage and packaging before reporting

What happened?

Select the option that best describes your situation. This helps us route your report to the right team.

Item arrived damaged

Bottle is broken, cracked, leaking, or the packaging is severely damaged. We'll send a replacement or issue a full refund.

DAMAGED ITEM

My parcel hasn’t arrived

Your tracking shows delivered but you haven't received it, or your order is significantly overdue. We'll investigate immediately.

Parcel Hasn’t arrived

I got the wrong item

You received a different fragrance or size than what you ordered. We'll send the correct item and arrange collection of the wrong one.

INCORRECT ITEM

Something is missing from my order

You received your parcel but one or more items from your order were missing. We'll dispatch the missing items immediately.

MISSING ITEM

Report Your Issue

Our team will investigate and resolve your case within 48 hours. Real people, not bots. Every message is read and replied to by a real member of our team.

Attach up to 10 files. Large video files will be compressed. Maximum file size after compression: 20MB. Supported formats: images and videos.

Our Support Team

Real people, based in the UK. We reply Monday to Friday within 48 hours.

48-hour reply guarantee

Monday to Friday, excluding bank holidays.

Real people, not bots

Every message is read and replied to by a real member of our team.

Your choice of resolution 

Replacement, exchange, or full refund.