We take great care when packing orders, but occasionally products can be damaged in transit. If something in your order has arrived damaged, our Customer Service Team will be happy to help.
1. Take Photos of the Damage
Before contacting us, please take clear photos showing:
The damaged product and the extent of the damage
The outer packaging, including any visible damage to the parcel
The inner packaging, such as bubble wrap or tissue paper, if present
Please keep the original packaging while we assess the damage, as we may need to refer to it.
2. Contact Our Customer Service Team
Please contact us as soon as possible, ideally within 14 days of receiving your order.
When getting in touch, please include:
Your order number
A brief description of the damage
Your photos of the product and packaging
Providing this information from the start helps our team assess what has happened and find the most appropriate solution as quickly as possible.
Damaged Packaging
Dents, tears or crushed corners to the packaging do not necessarily mean that the products inside are damaged. Our packaging is designed to protect your art materials during transit.
If the products themselves have arrived in good condition and are fully usable, there is no need to contact us about damage to the packaging alone.