Please contact us as soon as possible to report any parcel damage or missing items. We advise that you take photographic evidence of the damage so we can investigate this further. We will always replace any products if they have been damaged during the postal process but you must keep all evidence and packaging so we can make a postal claim. In the event of lost mail, we will first try to locate your parcel with the postal service. Please note parcels are not deemed lost until at least 15 working days after postage (within the EU) and 28 working days after postage internationally. If your order has been lost and this is confirmed with the shipping company, we’ll re-send the order to you subject to availability. We can only proceed after we have placed a successful claim with the shipping service. As all parcels are sent via a tracked service, please note that the claim procedure may be different if a parcel has been scanned as delivered. Please note that we will only ship to the same postal address on the original order, a change of address will require a re-delivery fee. You will need to make us aware of a missing parcel within 35 days of dispatch, past this time period we may not be able to submit a claim with the delivery company as most companies will not accept claims past this timeframe.