An item, part or instruction is missing from my delivery

If a parcel has arrived but an item, component, fitting or set of instructions is missing from inside it, please let Rackhams know so we can investigate.

Before contacting us

Please check all packaging carefully, including cardboard inserts and smaller inner boxes. Fixings, instructions and small parts can sometimes be packed separately within the carton.

What should I send?

Please submit a support ticket with:

• your Rackhams order number;
• the name of the item;
• a description of what is missing;
• a photo of everything that was received;
• a photo of the outer box and shipping label where possible.

Please keep the packaging until the issue has been resolved, as the E-Concession Partner or carrier may need the information shown on it.

What happens next?

Rackhams Customer Service will contact the E-Concession Partner that supplied the item and confirm the best solution. Depending on the product, this may involve supplying the missing part or instructions, arranging a replacement, or another appropriate resolution.

If an entire parcel is missing rather than something from inside a parcel, please use our “My order hasn’t arrived” guidance instead.