We try really hard to make sure that your items arrive in perfect condition; sometimes things may be damaged in transit. As soon as you discover a fault, please contact the store or Customer Services at cs@blackbird-london.com with the following detail order number, the name of the faulty item and it's product code where possible (this may be referred to as it's SKU code) A photo or description of the fault Depending on the fault, we may ask you to return the item. We will then send you a replacement item or a refund as quickly as we can. If the item has gone out of stock, we will arrange a refund for you.