WHAT HAPPENS IF I AM NOT AVAILABLE TO RECEIVE MY ORDER?
Should you not be present when our courier attempts to deliver your parcel, a card will be left for your information. A second attempt will automatically be made after 48 hour, along with a card. After the second attempt, our courier will hold on to your parcel for 7 days awaiting further instructions from the recipient before returning your parcel to us. Once the parcel has been sent back to us, you must wait until it arrives in our warehouse. We will dispatch it to you again as per your instructions.
WHAT IF THE COURIER IS UNABLE TO LEAVE A CARD?
If your post-box is inaccessible and our courier was not able to leave a card, we recommend you contact us at email@example.com directly so that we can take matters further and locate your parcel.
WHAT SHOULD I DO IF I RECEIVE A DAMAGED PARCEL?
If when you receive your parcel, you notice that it is damaged you should refuse to accept it. All parcels are guaranteed to be in perfect condition when they are dispatched from our warehouse, complete with security tape that should be visible and intact. Send us an e-mail at firstname.lastname@example.org stating that you have refused to accept the damaged parcel within 3 days of refusing the parcel. The parcel should reach us within 7 days. We will then dispatch your order again. Incase we don’t have stock at that point in time we will issue a credit note for the amount paid.
WHAT SHOULD I DO IF A DAMAGED PARCEL HAS BEEN LEFT FOR ME?
If your parcel was left for you in your post-box, or if your neighbor has accepted it on your behalf, and it is damaged, the parcel is considered ‘Accepted’. If on opening your parcel you notice that items are damaged or missing, please inform us within 2 days of receiving the parcel by sending an e-mail at email@example.com
I HAVE ONLY RECEIVED PART OF MY ORDER
Please be aware that your order may be dispatched in separate parcels and on different dates. If you have only received a part of your order, we recommend you visit the delivery tracking page in the My Account / My orders section. If shipment is still ongoing, your missing items will almost certainly be delivered shortly. If the shipment dates have lapsed and you have not received your entire order, please contact us by sending a mail to customer care at firstname.lastname@example.org