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All our packages are prepared and packed carefully because we are committed to meeting your needs in the best possible way. But as we are human there is always the risk of an oversight or something getting broken while in transit. Don’t worry, there is a solution, to every problem, at least as far as we are concerned.
If you haven’t received your order even though you’ve received an email from us saying your package has been despatched, here’s what to do:
- Check your ORDER TRACKING to get the status of your delivery.
- Contact us using the contact form on our website giving us your invoice number (on the despatch document) and letting us know in what way your delivery is unsatisfactory.
If you didn’t receive your entire order when delivery was made, here’s what to do:
- CHECK that the missing product hasn’t gone astray inside the package.
- Check the missing product doesn’t have a DELIVERY TIME-FRAME that is different from the rest of the order: it’s possible that it’s being sent separately.
- Contact us using the contact form on our website, giving us your invoice number (on the despatch document) and letting us know which product is missing.
If you have received a faulty product due to rough handling during transport or because we’ve forgotten to check something (it can get very hectic in our workshops), here’s what to do:
- TAKE A PHOTOGRAPH of the product, both the whole item and details of it if necessary. The photos must be clear.
- SEND us the photos using the the contact form on our website, giving us your invoice number (on the despatch document) and describing the problem you have found with the product.
If you have received a product that is damaged and you were not able to refuse to accept it when it was delivered, here’s what to do:
- TAKE A PHOTOGRAPH of the product, both the whole item and details of it if necessary. The photos must be clear.
- SEND us the photos using the the contact form on our website, giving us your invoice number (on the despatch document) and describing the problem you have found with the product.
If you discover a defect on one of our products after you have used it, for example it breaks or a self-cleaning treatment doesn’t work properly, here’s what to do:
- TAKE A PHOTOGRAPH of the product, both the whole item and details of it if necessary. The photos must be clear.
- SEND us the photos using the the contact form on our website, giving us your invoice number (on the despatch document) and describing the problem you have found with the product.
Rest assured that we will be quick to react to your message and that we’ll get in touch with you by email or telephone to find a solution to the problem.
We will replace or refund items that have been overlooked, we will re-send products that were damaged when you received them and we will provide all the technical support we can to ensure that you can get the best out of our products.