We take great care in packaging your products to ensure they arrive safely. We understand that good packaging is crucial for a smooth journey from our warehouse to your doorstep. Unfortunately, sometimes things can happen during delivery, and shipments might get damaged. You might also notice that a logistics company has repacked your shipment if the original packaging was compromised.
If your order arrives damaged or appears to have been repacked, please don't worry. We're here to help and make things right for you. Here's how we handle these situations:
If Your Shipment Arrives Damaged or Repacked:
- Please contact us as soon as possible so we can understand what happened and take care of it for you.
- To help us assess the situation, we'll need to understand the extent of the damage:
-
- If only the outer packaging is damaged, but the bottles inside appear to be in good condition, you can be assured that the product is still safe to use.
- If a bottle is slightly misshapen but remains sealed, the product is also safe to use.
Important: If you have any concerns about using the product due to damaged bottles, please send us a photo of the bottle in question. Our quality assurance team will review this to determine if it's safe for use.
-
- If a bottle is visibly deformed, discolored, or the seal is broken, please send a photo to our customer support team. This will help us clearly assess the damage.
What Happens Next:
- If a bottle is damaged and unsealed: Once we've reviewed the damage, we will promptly arrange for a replacement to be sent to you.
If a Replacement is Necessary:
- We will confirm with you that a replacement order has been initiated.
- Your replacement order will be processed and dispatched within 1 to 3 working days.
If You Receive an Unsealed Bottle:
Occasionally, you might receive a bottle that appears to be unsealed. This can occur due to changes in air pressure during transit, which can cause the plastic bottle to panel or partially collapse, or if the bottle was damaged during delivery.
Here's how we handle unsealed bottles:
- Please contact us so we can address this for you and inform the relevant team.
- We may ask if the outer packaging was damaged or appeared to have been repacked, as this could be a contributing factor.
- If the bottles themselves are damaged and unsealed, please send clear photos of these bottles. This will allow us to properly assess the situation.
- Once we have reviewed the photos of the unsealed and damaged bottles, we will arrange for a replacement to be sent to you.
Important Information Regarding Replacements:
Please note that all replacement orders are processed and dispatched within 1 to 3 working days. We appreciate your patience and understanding.
Our priority is your satisfaction and ensuring you receive our products in perfect condition. If your shipment arrives damaged or with unsealed bottles, please contact our Customer Support team immediately, providing photos if possible. We are here to help and will work quickly to find the best solution for you.