Damaged & Wrong Goods Policy
At Spiritly, we are committed to delivering your orders in perfect condition. However, we understand that occasionally items may be damaged in transit or an incorrect item may be sent. Please review our policy below so we can resolve any issues as quickly as possible.
If your parcel shows visible signs of damage at the time of delivery, please do not accept the delivery. Ask the courier to return the package to us. Once we receive it, we will either send a replacement or process a full refund — whichever you prefer.
If you are an international customer and receive a damaged parcel, please accept the delivery and retain the goods. Contact our Customer Service team as soon as possible at hello@spiritly.com and we will advise on the best course of action. We may request photographic evidence of the damage to help us assess the situation.
If you receive an incorrect item, please contact us within 48 hours of delivery. We will provide instructions for returning the wrong item and arrange for the correct item to be sent to you as quickly as possible.
Please note:
- Spiritly will cover all return shipping costs for wrong goods.
- The incorrect item must be returned unopened and unused, in its original packaging with all tags and labels intact.
- Once we receive and inspect the returned item, we will promptly dispatch the correct product.
To report a damaged or incorrect item, please contact our Customer Service team at hello@spiritly.com with the following information:
- Your order number
- A description of the issue (damaged or wrong item)
- Photos of the item, where applicable
We will respond promptly and guide you through the resolution process.
If your order has not arrived within the estimated delivery timeframe, please allow an additional 3–5 business days for potential courier delays before getting in touch.
If your order still hasn't arrived, contact us at hello@spiritly.com with the following:
- Your order number
- The date of your order
- Your full name and delivery address
Once we receive your report, we will open an investigation with the courier. This process may take up to 10 business days depending on the courier's response. Upon completion, we will take one of the following actions:
| Outcome | Resolution |
|---|---|
| Package confirmed lost | We will reship your order at no cost or issue a full refund |
| Package located | We will ensure it is delivered to you as soon as possible |
| Package confirmed delivered but not received | We will work with you and the courier to investigate further |
Please note: Spiritly cannot be held responsible for packages that have been confirmed as delivered to the correct address by the courier.
To minimise the risk of lost orders, please ensure your shipping details are accurate and complete at checkout. We also recommend selecting a tracked shipping method so you can monitor your delivery at every stage.
If you have any questions about this policy, please contact our Customer Service team at hello@spiritly.com or call 020 3140 0318. We're always here to help.
