When to report
Foil sachets are moisture-sensitive. Open a remedy request within 48 hours of the first successful delivery scan using Track & Support.
Cases we can help with
- Wrong SKU or pack count versus the invoice.
- Crush, puncture, or water damage that makes sowing impractical.
- Courier marks delivered but nothing arrived at the stated address (reviewed with evidence).
Cases we usually decline
- Light scuffing, print rub, or natural colour variation within grade.
- Missed deliveries caused by a wrong PIN, locked premises, or unanswered calls.
- Sachets opened, mixed, or thrown away before photos are logged with a ticket.
What to send us
Include the order ID, a short description, and clear photos of the carton label and affected sachets. The desk aims to acknowledge within two working days.
What we may offer
Approved cases may get replacement stock when available, a proportional refund, or store credit — chosen to restore the purchase fairly.