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Wrong Item Received
Wrong Item Received

What do I do if I have received the wrong product in my order?

Ryan avatar
Written by Ryan
Updated over a week ago

If you receive your order and one or more of the items is incorrect please DO NOT OPEN the item and get in touch with our support team ([email protected]) with your order number as quickly as possible and let them know the product you were expecting and the product that was sent along with any pictures of these you can provide along with a picture of the paper invoice received with your order and they will get this investigated for you.

At the conclusion of this investigation, they will let you know the next steps which may mean they require you to send the incorrect item back and will provide you with either a tracked returns label you can print out, a QR code you can take with you to the post office to have the item returned or they will arrange a collection by Royal Mail at a convenient time for you.

Once the incorrect item has been received back by us we will either send out the replacement correct item or we will refund you for the incorrect item if we are unable to provide the correct one

Please be aware that our terms and conditions state that we must wait until this is returned to us before we can action any replacements or refunds.

The same goes if you have received someone else's order by mistake as sometimes mistakes can occur and labels can be accidentally reprinted. If this occurs for you please get in touch with our support team who will sort you out with a method of returning the incorrect item and/ or parcel back to us at no cost to yourself.

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