My item arrived damaged or broken – what should I do?

We’re sorry your order has arrived damaged. Please contact Rackhams Customer Service as soon as you can so we can get this investigated and resolved for you.

Where possible, please report transit damage within 48 hours of delivery. This helps us raise a courier claim quickly. Reporting within this timeframe supports the investigation and does not affect your statutory rights.

What should I send?

Please submit a support ticket with:

• your Rackhams order number;
• a short description of the damage;
• clear photos of the damaged item;
• photos of the outer and inner packaging, including any visible damage;
• the product label or barcode if available.

Please keep the item and packaging while we investigate, and don’t attempt to return a large or damaged item before we’ve confirmed the arrangements.

What happens next?

Rackhams Customer Service will review the information and liaise with the E-Concession Partner that fulfilled your order. Depending on the item and circumstances, the appropriate solution may be a replacement, refund, return label or collection.

Rackhams remains your point of contact throughout, so you do not need to chase the seller yourself.