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Item Damage or Issue

In the unlikely event that you receive an item that doesn't meet your expectations, as stated in our Buyer Protection Policy. We promise to work with you and the seller to reach the best possible resolution. Please be sure to inspect the item immediately upon delivery, and contact us within 7 days if there are any issues.

To ensure fairness and timely resolution, please be aware that failure to report the damage within the initial seven-day window or failure to provide requested evidence within seven days of our request may result in the claim being considered void.

How do you report an issue?

Reporting the issue, can be done through the orders page, by clicking the "Order Assistance" button and selecting "Report an Item Issue."

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  • If you are asked to sign for the delivery, inspect the item first. In all cases, note any issues you find within the shipping provider's official paperwork. Keep all packaging and shipping documents. Contact us no later than 7 days after delivery and provide photos of any discrepancies, condition issues, or damages that weren't disclosed by the seller. We recommend taking both close-ups of the areas of concern, and photos of the item as a whole. Our specialists can then understand the full context of the issue and better evaluate if the item was properly described.
  • If you receive an item that appears to have been damaged in transit, make sure to note the specific areas of damage, and keep or take photos of the original packaging so we can file a claim with the carrier. Let us know there's an issue as soon as you receive the item, and depending on the extent of the damage, we'll either work with you to have the item repaired and restored, or arrange for a return. Please include packaging images where appropriate (for parcel and front door delivery) that you can provide to ascertain how the item arrived. Please retain the packaging for any future returns.
  • If you receive an item that is very different from the seller's listing description, follow the same process and contact us within 7 days of delivery.
  • If the seller shipped the wrong item, contact us immediately. We'll work to arrange for the correct item to be shipped.

Never received your purchase?


If you believe your item was lost in transit, contact us and we'll do what we can to reach a solution.

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