Missing or damaged items: what to do nextUpdated an hour ago

I have received my parcel but something is missing

We are sorry to hear that your order does not look complete.

To help us investigate quickly, please email [email protected] within 7 days of delivery and include:

• Your order number

• The item or items you believe are missing

• A clear photo of the parcel and all contents laid out as received

• A photo of any damage to the packaging, if relevant

My order or packaging looks damaged or tampered with

If the parcel has visible damage or appears to have been opened, please photograph:

• The outer packaging (box or satchel)

• Any tape or seal

• The address label

• The items and internal packaging as you found them

Keep all packaging and contents until we confirm next steps.

How we verify what was packed

Our logistics partner films every order while it is packed.

When you report a missing or damaged item we:

1. Review the packing footage for your order

2. Compare this with your photos and the courier tracking

3. Confirm whether the item was packed and in what condition

This helps us respond fairly and quickly.

What outcomes can I expect

After reviewing the footage and your information, we will decide the fairest resolution:

• If an item was missed in packing

  • We will send a replacement or refund at our cost

• If an item was packed but damaged or lost in transit

  • We will usually replace it for you and manage the investigation with the carrier

• If the footage confirms the full order was packed correctly and no transit issue is evident

  • We will share our findings and work with you on the next best solution

How does this relate to stolen parcels

If the entire parcel has been marked delivered by the carrier but later goes missing, this is treated as a delivery issue rather than a packing error.

In that case:

• Lodge a missing parcel enquiry with the carrier (for Australia Post, use the app or website)

• Then contact us with your case number and we will provide any supporting documentation we can

For more detail, see the article in the Shipping category on track your order and delivery issues.

Need help right now

If you are unsure whether your case is a return, a delivery issue, or a missing item claim, email:

• [email protected]

Include photos, your order number, and a short description. We will guide you through the next step.