Issue |
Description |
Action |
---|---|---|
Missing Item |
Item(s) you ordered is missing from your delivery. | Please refer to order communications to check your order has not been sent in separate shipments. If not, please reply to this email with the details or call 1300 215 417. |
Incorrect Item |
Item(s) you received was not part of your order. | Please check and take photos of the shipping labels on the incorrect item and forward as a reply to this email so we can arrange for the correct item to be sent and the incorrect item returned. |
Damaged Item |
Item(s) you received arrive damaged. | Please take photos of all affected items including shipping labels and send in reply to this email. Replacements will be sent ASAP once all necessary info is confirmed. |
Damaged Stock |
Individual units or sleeves are damaged when you open the carton or use the products. | Please take photos of all affected items including number of affected units/sleeves, batch numbers on cartons and shipping labels. Please send in reply to this email. Any damaged stock will be credited to your account. |
Need Replacements ASAP |
If any of the above has occurred and you need replacement stock immediately. | Please head to our website and place a new order for the items you need. This is the fastest way to get replacement stock on the way. Any credits or refunds for missing, incorrect or damaged stock will be applied later after all details are confirmed. |
ATL Instructions Ignored |
Stock not left according to ATL instructions. | Please take photo of stock as you've found it and send in reply with description to this email. |
Addition to Order |
Need to add additional items. | Head to our website to place a new order. Additional items cannot be added to orders once placed. |
Remove Item from Order |
Need to remove/return an item from order. | Please let us know in response to this email which products you wish to return and why. Return shipping and handling fees apply. Items cannot be removed from an order once placed. |