My item has arrived damaged/faulty/incorrect

What Should I Do?

We’re really sorry to hear your item didn’t arrive in perfect condition. We take quality seriously and want to make things right as quickly as possible. 

Please check your order confirmation to see whether the item is sold and delivered by BrandAlley or one of our trusted partners. If the item is delivered by our trusted partners, please view this article. If the item was sent directly from BrandAlley, please follow the next few steps. 

Here’s what to do:

1. Take clear photos of the item showing the damage, including:
   • The damaged area
   • The packaging (if relevant)
   • The product label or barcode (if visible)
2. Our team will review the images and check if a replacement is available in stock. We will request the return of the original item, except in cases of broken glass.
   • If a replacement is available: We’ll arrange to send it out to you.
   • If not: A refund will be processed to your original payment method.

How long does this take?

Once we receive your images, we aim to resolve the issue within 2–3 working days.