What to do if your package arrives damaged

Updated 3 months ago

First, do not use it

If the seal on a tin or box is broken, do not feed the formula to your baby. The seal is what keeps the formula sterile and protected from moisture. Once it is broken, we cannot guarantee the formula is safe.

A dented tin with an intact seal is usually fine, but if you are unsure, contact us before using it. We would rather send a replacement than have you worry.

What to send us

• Your order number
• A photo of the damage — the tin or box, and the seal if that is what is affected
• A photo of the outer shipping box if it was damaged too — this helps us raise it with the carrier

Contact us within 3 days of receiving your order. We will send a replacement.

My formula was exposed to heat

Formula that has been left in the sun, or on a doorstep on a hot day, can be affected. We normally request a package to be signed for at the door. If your parcel arrived warm and you are concerned, contact us with your order number and we will send a replacement along with a return label for the affected formula.

Please note that we cannot guarantee the temperature of a parcel once it has been delivered to your door. If you live somewhere hot, or you will not be home to receive your delivery, having it sent to a UPS Access Point or FedEx Pickup Point is the safest option. See our article on how to ensure safe delivery.

What happens next

We will look at your photos and get back to you. In most cases we send a replacement straight away. If a replacement is not possible, we will refund you.

If a parcel arrives damaged, that is on us to put right — not on you.

How to reach us

Use the Report issue option at the top of this Help Center, or contact our team directly.