Damage happens occasionally with any delivered goods, and knowing the right steps to take straight away makes resolving it far quicker and less stressful.
Check Before the Courier Leaves, If You Can
Where possible, inspect the packaging and item while the courier is still present — this makes flagging an issue immediately much simpler than discovering it later, though we understand this isn't always practical, particularly with flat-packed items still in boxes.
Photograph Everything
Take clear photos of any damage — to the packaging and the item itself — as soon as you notice it. This is the single most useful thing you can do to speed up resolution, whether that's a replacement or refund.
Contact Us Within 48 Hours
Get in touch as soon as possible after noticing damage, ideally within 48 hours of delivery. The sooner we know, the sooner we can arrange a resolution — waiting longer can make the process slower.
Your Options: Refund or Replacement
Under our standard 30-day policy, you can choose between a full refund or a replacement item, whichever suits you better. This applies whether the damage is immediately obvious or discovered once you start assembly.
Damage Discovered During Assembly
If a panel or part is damaged in a way you only notice once you start putting a flat-pack item together, the same process applies — photograph it and contact us straight away rather than trying to work around it.
What Happens Next
Once we have your photos and order details, we'll confirm the best resolution for your situation — whether that's arranging a replacement part, a full replacement item, or a refund.
If you've had an issue with a recent order, contact us directly rather than posting a general query — the faster we have the details, the faster we can help.