My order is missing or damaged
What should I do if my order is missing, damaged or not as expected?
If your order hasn't arrived, arrives damaged or isn't what you expected, you should contact the retailer first.
The retailer is responsible for:
Shipping your order
Providing delivery updates
Processing returns
Arranging replacements
What should I do before contacting Zilch?
What should I do before contacting Zilch?
Before contacting Zilch, we recommend:
Checking your delivery confirmation or tracking information
Contacting the retailer for an update
Keeping any photos or evidence of damage
What if the retailer doesn't resolve the issue?
What if the retailer doesn't resolve the issue?
If you've contacted the retailer and haven't been able to resolve the issue, Zilch may be able to help you raise a purchase dispute.
To learn more about purchase disputes, see our article about raising a purchase dispute.
If you need to raise a purchase dispute, keep any receipts, order confirmations and order numbers, as you may need them during the dispute process.
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