How Do I Make A Claim?Updated 4 hours ago

If you believe your piece may have a defect, we want to make the claims process as straightforward as possible. To ensure a smooth experience, please follow the steps below and provide all required information when visiting the original store of purchase. 

Our stockists will review your item in line with our warranty guidelines and work with you to reach a resolution. In some cases, they may need to contact us directly for a second assessment, but you’ll be kept informed throughout the process.

Online Purchases

Step 1: If you believe your Product has a Defect, you should stop using it immediately. 

Step 2: Contact the Customer Care team and provide:  

• Proof of purchase 
• Description of the Defect 
• Photographs of the Defect 

Step 3: The Customer Care team will assess your item in line with our warranty guidelines.  

• If assessed and accepted, we will direct you to return the item through our portal here select "Item is Faulty" and follow the prompts. 
• If the claim is accepted at an HQ level, the item can be returned with all original packaging, documentation, parts, and accessories.  

Step 4: A resolution (repair, replacement, credit or refund) will be organised by the Customer Care team as soon as possible. Please allow sufficient time. 

In-store Purchases

Step 1: If you believe your Product has a Defect, you should stop using it immediately. 

Step 2: Head into one of our Boutiques and provide: 

• Proof of purchase 
• Description of the Defect 
• Photographs of the Defect 

Step 3: The Boutique will assess your item in line with our warranty guidelines. 

• If the claim is accepted at the store level, the item can be returned with all original packaging, documentation, parts, and accessories.  
• A resolution (repair, replacement, credit or refund) will be organised by the boutique on the spot, where possible.  

Purchases From Stockists

Step 1: If you believe your Product has a Defect, you should stop using it immediately. 

Step 2: Head into the original store of purchase (the Stockist) and provide: 

• Proof of purchase 
• Description of the Defect 
• Photographs of the Defect 

Step 3: The Stockist will assess your item in line with our warranty guidelines. 

• If the claim is accepted at the store level, the item can be returned with all original packaging, documentation, parts, and accessories. 
• A resolution (repair, replacement, credit or refund) will be organised by the stockist on the spot, where possible. 

Step 4: In some cases, the Stockist may need to contact us directly for a second assessment before confirming a resolution. 

• This may involve additional wait times while we review the claim. 
• Customers will be notified by the stockist if further information or a return-to-head-office inspection is required.