Damaged or Missing Items

We take great care in packaging your keyboard components securely. However, we understand that issues can occasionally happen during transit. If your order has arrived damaged or is missing items, please follow the steps below so we can resolve the issue immediately.

Damaged Items

If your items or the exterior packaging arrived damaged, please contact us within 48 hours of delivery.

Send an email to [email protected] with the subject line "Damaged Order #[Your Order Number]" and include the following:

• Your full name and Order Number.
• Clear photographs of the damaged item(s).
• Clear photographs of the exterior shipping box/packaging showing any dents or crushes.

Please do not discard the packaging or the damaged items until we have resolved your claim, as the courier (Royal Mail) may require evidence to process the shipping insurance.

Missing Items

If you open your package and discover an item is missing, please first double-check all packing materials, as smaller items (like switch films or stabilizers) can occasionally shift to the bottom of the box or become hidden in the padding.

If the item is definitely missing, email us within 48 hours of delivery with the subject line "Missing Item Order #[Your Order Number]". Please let us know exactly which item is missing, and we will cross-reference our dispatch logs to get a replacement sent out to you as quickly as possible.

Packages Marked "Delivered" but not received

If your Royal Mail tracking shows your package was delivered, but you haven't received it:

• Check with neighbours or building reception/security.
• Look for a "Sorry we missed you" card from Royal Mail indicating the package is at a local depot.
• Wait 24 hours—occasionally, couriers scan a package as delivered shortly before it physically arrives.

If you still cannot locate your package after 24 hours, please contact us so we can open an investigation with Royal Mail.