Report a Problem with Your OrderUpdated a month ago

We’re sorry that your order hasn’t arrived in the condition you expected. We understand how frustrating this can be, and we’re here to help resolve any issues as quickly as possible.

Please follow the steps below based on the type of issue you’re experiencing.

Damaged Parcel

If your parcel is visibly damaged upon arrival, please follow these steps:

Step 1: Email Us

📧 Email: [email protected]
Include the following details:
✔ Your order number or tracking number
✔ A description of the damage (e.g., ripped, crushed, wet)
✔ Date of receipt of the parcel

Step 2: Attach Photos

Please include clear photos of:
✔ The damaged parcel (showing external damage)
✔ Any damaged areas on the parcel (if applicable)

Why This Helps

Providing this information allows us to contact the courier to resolve the issue and take appropriate action.

Damaged Packs

If the packs inside the parcel are damaged, please follow these steps:

Step 1: Email Us

📧 Email: [email protected]
Include the following details:
✔ Your order number or tracking number
✔ A description of the damage (e.g., punctured, leaking, faulty packaging)

Step 2: Provide Detailed Information

To assist with our investigation, please also include:
✔ The batch number of the damaged pack(s)
✔ The best-before date on the pack(s)
✔ The date and time the damage was noticed (if applicable)

Step 3: Attach Photos

Please include clear photos of:
✔ The damaged packs (showing the damage)
✔ The batch number, best-before date, and timestamps on the packaging

Why This Helps

This will help us flag the issue to our dispatch teams and allow us to investigate further with our manufacturing teams.

Faulty Products

If you encounter a faulty product (e.g., issues with taste or texture), follow these steps:

Step 1: Email Us

📧 Email: [email protected]
Include the following details:
✔ Your order number or tracking number
✔ A description of the fault (e.g., off-taste, texture issues)

Step 2: Provide Detailed Information

To assist in resolving the issue, please also include:
✔ The batch number of the product
✔ The best-before date
✔ The date and time the fault was noticed

Step 3: Attach Photos

Please provide clear photos of:
✔ The faulty product
✔ The batch number, best-before date, and timestamps
✔ Any other relevant images (e.g., opened packaging or damaged portions)

Why This Helps

This will help us flag the issue to our dispatch teams and allow us to investigate further with our manufacturing teams.

General Tips for All Scenarios

✔ Report Issues Quickly – The sooner you contact us, the faster we can help.
✔ Provide Complete Information – The more details you provide, the easier it is to resolve your issue.
✔ Retain Your Packaging – If a return is necessary, having the original packaging helps.

What Happens Next?

Once we receive your email and photos, our team will:
1️⃣ Review the details and assess the situation.
2️⃣ Reach out to the courier or supplier to resolve the issue.
3️⃣ Follow up with you promptly to confirm the next steps.

We sincerely apologise for any inconvenience and appreciate your cooperation. We’re here to help and will ensure that any issues are resolved as quickly as possible!

📧 For any questions or concerns, reach out to us at [email protected].