My item arrived damaged

At House Journey take great care in packaging and shipping our products, but unfortunately, sometimes things can happen during transit that may cause damage to your item. If you receive a damaged item, please follow these steps:

  1. Inspect your package upon arrival: As soon as you receive your package, please inspect it for any visible damage. If you notice any damage to the packaging, please take a photo of it and make a note of it with the carrier before opening the package.

  2. Inspect your item: Carefully inspect the item for any damage. If your item is damaged, please take a photo of the damage and keep the item and all packaging materials.

  3. Contact us: Please contact our customer service team as soon as possible and provide us with the order number, a description of the damage, and photos of the damaged item and packaging.

  4. We will process your claim: We will review your claim and contact you with instructions on how to proceed. Depending on the nature and extent of the damage, we may ask you to return the item or provide additional information.

  5. Replacement or Refund: If your claim is approved, we will offer you a replacement or a refund for the damaged item.

Please keep in mind that the above process should be done within the timeframe of the return policy. We apologise for any inconvenience this may cause and we will do our best to resolve the issue as soon as possible.

If you have any questions or concerns about a damaged item, please don’t hesitate to contact our customer service team.