What happens if my delivery goes missing or is damaged?

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Learn what happens if your order is lost, stolen, or damaged in transit. 

Lost or stolen in transit

If your order is lost or stolen in transit, we will investigate it with the courier. Please get in touch with us on this link (and choose "Refund request").

The courier will then open an investigation to find your order or to confirm if it was lost, and this process usually takes around two weeks.

If the courier can locate your order, we will have the order re-routed to you. 

If the courier confirms that your order was lost, we will re-ship your order to you.

Note: If only part of your order was lost, we will only re-ship the lost products. We will not re-ship the entire order.

Damaged in transit

If your order is damaged in transit, we need to verify the damage was caused in transit. Please contact us on this link (choose "Refund request") and send us a description of the damage, including photos and videos. 

Note: We will need photo or video evidence to process the claim.

We will assess the damage from here to confirm that it occurred during transit. We will provide replacement parts once we have verified that damage occurred in transit. 

Note: We will not replace the entire product (or kit). Where possible, we will send replacement parts.

 

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