Is there something wrong with your parcel? Report it through the contact form and include what we need straight away. That way, we can sort it out as quickly as possible.
Arrived broken or damaged
- Which product it is and what is broken.
- A photo of the damage.
- Photos of the box, showing the shipping label and tape.
Keep the packaging: we may need it for the carrier's investigation. Report the damage within 30 days of delivery through the contact form.
Something is missing
- Which product, spare part or accessory is missing.
- Photos of what you did receive.
- If the box was damaged or open, also include a photo of the box showing the shipping label.
- A photo of the parcel on a scale, containing everything you received and the packaging material, with the weight and shipping label visible.
Report it through the contact form.
Received the wrong product
- What you ordered and what you received.
- A photo of the product and the barcode on the box.
- Is just the version wrong, such as the colour, steel or size? Send a photo showing the difference.
Report it through the contact form.
Not working the first time you use it?
A torch often has a protective cap on the battery for transport. Remove it first.
Is your product not working? Tell us which product it is and what does not work, and send a photo or short video. Report it through the contact form.
Is there a problem with the engraving?
Send a photo of the engraving and tell us what's wrong. Report it through the contact form.
What happens next?
A colleague will review your report and offer a solution: we'll send the missing part or the correct product, provide a new product or give you a refund.
Ordered for a business?
Report it to our B2B team at b2b@knivesandtools.com, including your order number.