My Product Arrived Damaged or Faulty

If your product has arrived damaged or you believe there is a fault, we know you will want to get the issue sorted as quickly as possible. This guide explains what to check, what details to provide, and how to report the problem to our team.

What should I do if my product arrived damaged or faulty?

Start by checking the item carefully and noting exactly what the issue is. In some cases, the problem may be visible straight away, such as marks, tears, dents or broken parts. In other cases, you may notice a fault when assembling or using the product.

If something is not as it should be, it is best to report it as soon as possible.

What is the difference between damage and a fault?

A damaged product is usually one that has arrived with visible issues, such as marks, cracks, dents, scratches, tears or other signs that something has gone wrong before or during delivery.

A faulty product is one that is not working or performing as it should. This could include a part not functioning properly, a product defect, or a problem that affects how the item is used.

What information should I include?

To help us review the issue as quickly as possible, include:

• your full name

• your order number

• the item affected

• a clear description of the damage or fault

• when you noticed the issue

If possible, it is also helpful to include photos showing the problem clearly. This can make it easier for our team to assess the issue and decide on the next steps.

How do I report a damaged or faulty product?

If your product has arrived damaged or faulty, please use our Support Form.

This is the best way to make sure your query reaches the right team and can be reviewed as quickly as possible.

Looking for a different type of support?

You may also find these guides helpful:

• There Was a Problem With My Delivery or Order

• I Received the Wrong Product, Size or Colour

• I Am Missing Parts From My Order

• There Is Another Issue With My Order

• My Delivery Didn’t Turn Up

Need help with a damaged or faulty item?

Use our Support Form if your product arrived damaged or faulty and you need support from our team.