At Spiritly, we are committed to delivering your orders in perfect condition. However, we understand that occasionally, items might be damaged during transit or an incorrect item may be sent. To address such situations, we have established a Damaged and Wrong Goods Policy as detailed below.
UK and Ireland Orders:
If you notice any signs of damage on your parcel at the time of delivery, please do not accept the delivery. Inform the courier to return the damaged goods to us. Upon receiving the returned package, we will either send a replacement or process a refund, depending on your preference.
In the event of receiving a damaged parcel, international customers should accept the delivery and retain the goods. Please contact our Customer Service team as soon as possible, and we will advise on the best course of action to resolve the issue. We may request photographic evidence of the damage to assess the situation and determine the most appropriate solution.
If you receive an incorrect item, please contact our Customer Service team within 48 hours of delivery. We will provide instructions on how to return the wrong item to us and ensure the correct item is sent to you as quickly as possible. Spiritly will cover the return shipping costs in this case.
Please note that the wrong item must be returned in the same condition as received, unopened and unused, with all original tags, labels, and packaging intact. Once we receive and inspect the returned item, we will promptly send the correct product to you.
Reporting Damaged or Wrong Goods:
To report damaged or wrong goods, please contact our Customer Service team at [email address] or [phone number], providing the following information:
- Your order number
- A description of the issue (e.g., damaged or wrong item)
- Photos of the damaged or incorrect item, if applicable
Our Customer Service team will promptly respond to your query and guide you through the process to ensure a satisfactory resolution.
Reporting a Lost Order:
If you have not received your order within the estimated delivery timeframe provided during checkout, please allow an additional 3-5 business days for potential courier delays before reporting the issue. If your order still has not arrived, contact our Customer Service team and provide the following information:
- Your order number
- The date of the order
- Your full name and delivery address
Investigation and Resolution:
Upon receiving your report, our Customer Service team will initiate an investigation with the courier service to determine the status of your shipment. This process may take up to 10 business days, depending on the courier's response time.
Once the investigation is complete, we will take one of the following actions:
a. If the courier confirms the package is lost, we will offer you the choice of either reshipping the order at no additional cost or providing a full refund for the lost items.
b. If the courier locates the package, we will ensure it is delivered to you as soon as possible.
c. If the courier confirms the package was delivered to the correct address but you have not received it, we will work with you and the courier to resolve the issue. However, please note that Spiritly cannot be held responsible for lost or stolen packages confirmed as delivered by the courier.
Preventing Lost Orders:
To minimise the risk of lost orders, we encourage customers to provide accurate and complete shipping information during the checkout process. Additionally, we recommend selecting a shipping method with tracking information, which allows you to monitor the progress of your shipment.
Your satisfaction is our top priority, and we will work diligently to address any issues that may arise during your shopping experience with Spiritly. If you have any questions or concerns regarding our Damaged and Wrong Goods Policy, please do not hesitate to contact us.