If you experience any issues with your order or our service, please follow the instructions below to quickly resolve the issue.
If you are unsure what to do about an issue you are experiencing, please call us on 1300 215 417 or email to resolve the problem as soon as possible.
| Issue | Description | Action |
|---|---|---|
| Missing Item | Item(s) you ordered is missing from your delivery. |
Please refer to order receipt communications via email or text to check if your order has not been sent in separate or split shipments. If not, please reply to this email with the details or call 1300 215 417. |
| Incorrect Item | Item(s) you received was not part of your order. |
Please check and take photos of the shipping labels on the incorrect item and forward them as a reply to your order receipt email so we can arrange for the correct item to be sent and the incorrect item returned. |
| Damaged Item | Item(s) you received arrived damaged. |
Please take photos of all affected items, including shipping labels, and send them in reply to your order receipt email. Replacements will be sent ASAP once all necessary information is confirmed. |
| Damaged Stock | Individual units or sleeves are damaged when you open the carton or use the products. |
Please take photos of all affected items, including the number of affected units/sleeves, batch numbers on cartons, and shipping labels. Send them in reply to your order receipt email. Any damaged stock will be credited to your account. |
| Need Replacements ASAP | If any of the above has occurred and you need replacement stock immediately. |
Please head to our website and place a new order for the items you need. This is the fastest way to get replacement stock on the way. Any credits or refunds for missing, incorrect, or damaged stock will be applied later after all details are confirmed. |
| ATL Instructions Ignored | Stock not left according to ATL instructions. |
Please take a photo of the stock as you've found it and send it in reply with a description to your order receipt email. |
| Addition to Order | Need to add additional items. |
Head to our website to place a new order. Additional items cannot be added to orders once placed. |
| Remove Item from Order | Need to remove/return an item from the order. |
Please let us know in response to your order receipt email which products you wish to return and why. Return shipping and handling fees apply. Items cannot be removed from an order once placed. |