The ordered item was not included

If the ordered item is not included

We apologise for the inconvenience caused. If any items are missing, please first check the following.

What we would like you to check first

• Whether there is any mention of out-of-stock, refund, or substitute items in the email
• Whether the shipment was sent in multiple packages
• Whether the item is hidden under other items or cushioning material inside the box
• Whether a family member or housemate has already received it
  

Cases where you should contact us

• The ordered item is completely missing
• The quantity is insufficient
• A different item arrived without any notice of substitution
• It was supposed to be delivered in multiple packages but some have not arrived

Information that helps us confirm your issue quickly when you contact us

• Order number
• Name and quantity of the missing items
• Overall photo of the items received

After reviewing the details, we will guide you on a refund or reshipment depending on the situation.