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Damaged in Transit or Wrong Items Received

If you have a product that is unsuitable or no longer required, then please click here for our Returns information.

If you have just received your order and it looks damaged or has incorrect Items then please let us know immediately.

If we’ve made a mistake or you’ve received a damaged product, then please accept our apologies. We will arrange return shipping and cover that and try to make amends as soon as we can.

My order was damaged in transit

If you receive an order and it is damaged, we need to know quickly as we may need to make a claim with the courier and we only usually have 24 hours to do this.

In these cases, please take photos of the outside of the box, and of the product itself. Close-ups of any damage are also important to include.

The box may be damaged but the goods inside are often fine. If you are absolutely certain the goods are damaged and have not yet accepted the goods, you can refuse delivery. If you are unsure about any actual damage to the product and a courier asks you to sign for delivery, please add the words “Looks damaged” next to your signature.

Then please let us know immediately by clicking here. You will need your order number (this is 7 digits in the form of 3211234), the email address you ordered with and the delivery postcode. We need these details to make sure it is you doing the action.

Using our reporting link as above is the quickest way to deal with the situation but if you need to, you can contact us.

Please email your photos to customerservice@essentialaids.com and include the word, Damaged along with your order number in the subject line.

We will make sure you’re OK, so please let us know and we’ll get it sorted.

I received the wrong items

Please note that we may call products slightly different names on the website to what you the product is called on the box. As long as the product matches the product image and description, you have been sent the right item.

If you have just received your order and you are sure it doesn’t match what you ordered, then a mistake may have been made. We try not to make mistakes but please bear with us and we’ll put it right.

If you’ve definitely received the wrong items, please report it here (you'll need your order number, email address and postcode).

We'll get back to you as soon as we can and make suitable amends.