An item is missing from the parcel
If you realise that an item is missing after the delivery, please contact our Customer Care team immediately
You can type "Delivery Issues" in the chat with our chatbot, Flo, who will assist you with the matter and escalate it to our Customer Care agents should you require further assistance.
We may have missed the item during fulfilment, but we will need to verify this, which may take some time. Should this be the case, we will do our best to send you the item or issue a refund.
If the item was sent, our team will open an investigation with New Zealand Post, which may take some time. We seek your patience during this time.
We may ask for photos of the outer box, so please do not discard it. Should we confirm that your item was lost in transit, we will, of course, refund you for the missing item(s).
I've received something other than what I ordered / I've received someone else's order! What now?
In rare cases, it might happen that an incorrect item/someone else’s order, please contact our Customer Care team immediately.
You can type "Delivery Issues" in the chat with our chatbot, Flo, who will assist you with the matter and escalate it to our Customer Care agents should you require further assistance.
We sincerely apologise if this has happened to you.
For us to assist you promptly with this issue, kindly ensure the item meets our return policy guidelines. Click here to learn more about our return policy.
We will do everything we can to resolve it as quickly as possible for you.
What should I do if my order arrives damaged?
Before Accepting Delivery |
After Accepting Delivery |
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Kindly refuse the delivery.
It will automatically be returned to our warehouse, and you will be refunded upon the warehouse confirming they have received the parcel.
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If you notice the contents are damaged or faulty after you have already accepted the delivery, please return the item by registering your return via the Ready Returns Portal.
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Though we put great care throughout our packing process to make sure you receive your items in perfect condition, damage may occur while the parcel is in transit.