My order arrived broken, what should I do?
Oh man, that sucks! How disappointing. :(
We carefully package our items, especially delicate ones, so that they reach you safely. Unfortunately accidents can sometimes happen if your parcel has a bit of a rough journey to you.
The best thing to do is shoot us through an email straight away to let us know (firstname.lastname@example.org). You'll need to include photographs in the original packaging so that we can see what's happened. Please be mindful that we need this information from you within 48 hours of delivery.
We can then point you in the right direction in terms of what to do next.
In some cases, if part of your order has been damaged during transit, you may need to contact Australia Post directly, to lodge a claim with them. If you opted for regular tracked or express postage with your order, a tracking number will be included in the Shipping Confirmation email you receive from us. You can use this number to submit a claim for compensation with Australia Post - if all or part of your order was damaged - during transit. We recommend doing so within a 48 hour period after receiving your order.
If you do lodge a claim with Australia Post, please let us know, so that we can contact you with any communication Australia Post provides us regarding your order. Australia Post will only allow compensation claims for 30 days after receipt of your parcel.
As always, we're here to help. If you get stuck, please reach out and we can point you in the right direction. :)