We take such matters very seriously and will look into individual cases thoroughly. Any order that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at info@cinder-house.com (if applicable).
1. In the event of the item being damaged when received, we will re-send another to you at no cost, subject to availability.* In light of this, any order that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at info@cinder-house.com
2. In the event of lost mail, we will try to locate the delivery and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.*
*Please keep in mind that all of our products are unique, so variations will occur. Every effort will be made to match the original item.