Sorry about that – we’ll sort it for you as quickly as possible.
To process a replacement, please follow these steps:
Record a Short Video
Show the issue clearly in action (about 30 seconds long).
Include a handwritten note in the video with your order number and name
Example: “#S211111 - Anne James”
(Your order number can be found on your email confirmation - it starts with #S or #UK or #SHOPSTA)
Upload the Video
Send it to us via Dropbox, Google Drive, OneDrive, or attach it directly to your email (if small enough).
Email Us
Send the video link + your order number to us via chat or to [email protected].
Once we receive your video, we’ll file a claim with the manufacturer and send out your replacement. You’ll receive a new tracking number as soon as it ships. You can also opt for a refund if this is more suitable.
Let us know if you have any questions – we’re here to help.