We take such matters very seriously and will look into individual cases thoroughly.
In the event of damaged samples received we will require photo proof of the affected samples and your order number, in order for us to investigate and review before a decision is made to re-send the product to you at no cost, subject to availability. The product should not be thrown away as we may require you to send it back to us.
In the event of lost mail, we will open a lost item case with Auspost and if there’s a clear indication that your order is indeed lost. We will re-send the order to you, subject to availability.