Your satisfaction is our priority. If you're not happy with your order, we recommend using our order support flow. It's the fastest way to describe your issue and get the help you need directly from our Help Centre.
To use the order support flow, follow these steps:
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Go to the Help Centre and locate the Need help with a recent order? Start here section.
Note: You will need to sign in to view orders.
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Select an Order: If you are already logged in, you will be able to select an order. Click Get help with this order.
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Select an Action: From the options, choose I want to request help with my order.
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Select Products Affected: Indicate which products in your order are affected by the issue. If the entire order is affected, tick the Select all products box.
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Describe the Issue: Select an issue from the drop-down menu (e.g., I'm not happy with the product). Depending on your selection, you may be able to choose a more specific issue. You can also select several issues at once and provide a detailed description.
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Upload Pictures: You can upload up to 4 pictures showing the product and the issue. This helps us with the review.
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Review Details: Review the details of your request to ensure everything is correct. Click Continue to next step.
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Select a Contact Method: Choose how you would like our Customer Care team to respond to your request. Options may include Callback, Live Chat or Email.
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Confirmation: You will see a confirmation screen letting you know we have received your request. You'll also receive a confirmation email after submitting your request.
No matter which contact method you select, our Customer Specialists will see that your request came through the order support flow and will have access to the information you provided. We will review your request and respond, typically within 24 hours.