Order Problems — Version History

## Missing Item

**What happened:** A packing mistake occurred.

**How to fix:**

- Contact an agent for a replacement (if the correct item is in stock) OR a refund

- The agent may ask you to confirm what you received

- Processing is quick once verified

## Wrong Product Received

**What happened:** The wrong item was packed or shipped.

**How to fix:**

- Easy to resolve

- **Option 1:** Request a replacement via an agent (if the correct item is in stock)

- **Option 2:** Return the incorrect item and place a new order

**Important limits:**

- Replacements are only for items we packed incorrectly, not for exchanges

- You cannot use a replacement to change size, color, or model

- Send a photo of the received item to speed up processing

- Use the standard return label provided

## Order Hasn't Arrived / Tracking Seems Stuck

**Normal delays:**

- Customs processing is normal for international orders

- Busy season and holidays cause delays

**When to escalate:** Contact an agent if:

- Your order is past the estimated delivery window

- Tracking has not updated for several days

- Tracking looks unusual or is showing errors

- You have not received a proactive delay email from us

## Shows "Delivered" But Cannot Find It

**First, check:**

- Your delivery notes in the tracking link (special instructions, safe place left)

- Mailbox (parcels sometimes left inside)

- Building entrance or covered areas

- Behind bins, fences, steps, or sheds

- Porches, garages, or adjacent buildings

- Neighbours (courier may have left it nearby)

- Reception desk, front desk, or building office

**Still cannot find it:** Ask an agent to investigate with the courier. They can request proof of delivery photo or help locate the parcel.

## Damaged Delivery

**What we need:**

- Clear, detailed photos of the damaged packaging AND the damaged product inside

- A brief explanation of what happened

- Photos taken from multiple angles help

**How we help:**

- A claim return label is provided

- Do NOT use a regular return label for damaged items

- We process the claim through the courier

- Refund or replacement is issued based on the photos

## Part of Your Order Was Cancelled (Out of Stock)

**What happened:** An item appeared in stock but was not available when we packed your order.

**How it works:**

- Only the cancelled item is affected; the rest of your order ships normally

- You are NOT charged for the cancelled item

- You receive an email explaining the cancellation

- A 10% discount code is included as an apology

**Getting the item:** Place a new order when the item is back in stock.

**Your options:**

1. **Return after delivery:** Use the free return label (30-day return window)

2. **Place a new order:** Order the item you actually want now, then return the first order when it arrives

3. **Refuse delivery:** Not available everywhere; check with your courier

**Refunds:** Processed after the warehouse receives your return.

## Cancelled Orders Cannot Be Reinstated

If your entire order was cancelled before shipping:

- You must place a new order on the website

- Stock status changes frequently; the item may now be available

## Replacement Orders

- Small address corrections are sometimes possible

- If you want different items, place a completely new order instead

## Multiple Orders by Mistake

If you accidentally placed duplicate orders:

- Contact an agent immediately

- One order can usually be cancelled before shipping

- If both have shipped, use the return process on one of them