What to do if you receive a damaged item?

Our team take every care to ensure your item arrives in perfect condition. 

Each order is checked before despatch, covered in a protective film and wrapped carefully before handing to our courier. But occasionally items are damaged in transit - here's what to do if that happens.

Firstly remove the protective film as this can sometimes given the appearance of scratches or mark on the item. If you need help with this watch our helpful video.

HOW TO REPORT AN ITEM DELIVERED DAMAGED

You must inform inform us within 48hrs. For website orders email us on customerservice@loveitownit.co.uk & include your order number.  Etsy customers can report via Etsy platform or on customerservice@loveitownit.co.uk 

Please attach the following photos with your email

• Photo(s) showing the damage
• Photo showing address label attached to the box
• Photo showing outside of box
• Photo showing packaging inside of the box

We thank you for your co-operation and aim to replace any damaged item as quickly as possible.