I have received a faulty item

If you have received a defective product, please contact us immediately with the following details:

  • Your order number (from the original order confirmation)
  • Which item is damaged
  • A detailed description
  • Photographic evidence

Please do not return damaged products unless Prachelle support notifies you, as this may slow down the time to resolve your issue.

If your package has been damaged on delivery, please take a photographic proof and send it to us directly by email.

All claims for damaged incoming packages must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a Prachelle support member, we cannot issue a refund, credit or replacement.

Once we have received the above information, we will work quickly and efficiently to ensure that the problem is corrected instantly.