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Damaged Claims

Damaged claims

Here you can find information regarding missing, damaged or incomplete orders.

Missing, damaged or incomplete orders

If your order arrives damaged or incomplete, please contact us immediately quoting your order number and detailing the problem with your items. 


If you don’t receive your items within 14 working days of receiving a Dispatch Confirmation email, please contact us quoting your order number, and we will open an investigation with the appropriate courier.

Unfortunately, we cannot refund items that have been damaged after arrival due to misuse, wear and tear or accidents.

Damaged claims

Orders are quality checked before dispatch. As a result, in the case of damaged goods you are accepting that the goods were not dispatched in a faulty condition.

If your order is damaged when you take delivery you will need to make a “damaged in transit claim" so we can send you a replacement item.

Upon delivery of your order you will be asked to sign for the packages received in good condition. If the package does not appear to be in good condition please sign for the parcel as "unchecked". Failure to do so may affect any damage claims that you make thereafter.

All damage claims must be made within 5 working days (1 week) after you have taken receipt of delivery.

If you do not provide us with the requested information within the 5 working days (1 week) you may not be able to make a claim. We have no control over this time scale - ParcelForce request that all damage claims are made within 5 working days (1 week).

To make a damage claim please copy and paste the following questions into an email to and answer them accordingly:

Order number: e.g. 1000 (this can be found on your invoice)
Name: e.g. Daniel Ward
Phone number: e.g. 01538 529 417

Dispatch date: e.g. 01/01/2019
Delivery date: e.g. 01/01/2019
Damage reported date: e.g. 01/01/2019 (first working day)
Item location: e.g. Barnfields Joinery, 16 Oak Avenue, ST13 7HY
Item damaged: e.g. Large Decking Planter
Damage: e.g. The planter has come apart

You are also required to attach a photograph of the damaged product and packaging.

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