DAMAGED PARCELS We are sorry to hear your if your order has arrived damaged. In the event your order has arrived damaged, please email info@katiebarnesacademy.com with a full description of the damage and include photos of the damaged packaging and contents. This is required to file a claim, so please do not throw this away. Without this we will be unable to file a claim or issue a replacement. Any damage to an order must be reported within 72 hours of confirmed delivery. Please make sure to inspect and open your parcel in this timeframe. If this is over a weekend, your email will confirm the date of reporting. If this is reported after this timeframe, we will not be able to raise an investigate or issue a replacement. Once this has been submitted and accepted, we will issue a replacement to ship to you. MISSING CONTENTS If your order is missing contents, we are sorry for any oversights on our part. To allow us to resend missing contents or correct items, please email info@katiebarnesacademy.com a photo of your order along with your packing slip. Without this we will not be able to issue a replacement. Please ensure to check your packing slip for any notes that may share information about items to follow. If this does not specify a date to follow, we do not currently know a date. If your order is a pre-order then this will state, to follow on your packing slip. Please do not report this as missing. INCORRECT ITEM RECEIVED We are sorry if you have received the incorrect product. To allow us to resend missing contents or correct items, please email info@katiebarnesacademy.com a photo of your order along with your packing slip. Without this we will not be able to issue a replacement. If you use the item you are accepting the item as a replacement for the item you ordered and this will not be replaced. There will be a charge to send the original item if still wanted and the replacement has been used.