What to Do if an Order Arrives Damaged or Incorrect
A clear evidence trail helps High Sweety investigate a delivery problem. Keep the parcel, product and packaging together and contact support before returning anything.
First steps
- Do not use a damaged, leaking or incorrectly supplied item.
- Keep the shipping carton and internal packaging.
- Take clear photographs of the parcel, label, product and damage.
- Record the order number and affected item.
- Contact High Sweety as soon as reasonably possible.
Information to send
| Information | What to include |
|---|---|
| Order reference | The order number from the confirmation or account. |
| Affected item | Product name and pack or capacity. |
| Issue | Damaged, leaking, missing, wrong item or missing component. |
| Evidence | Clear photographs of the parcel, label and product. |
Wait for return instructions
Support may need to confirm the correct return address, courier process or evidence before the item is sent. An unapproved return can be delayed or sent to the wrong location.
Related High Sweety resources
Packaging checks · Contact support · My account
Adults 18+ where applicable. This guide explains product and website information. It is not medical or legal advice. Confirm current price, stock, variation and label information on the exact product page.