FAQ Series – Damaged or missing fireworksGlenn Plume
Damaged or missing fireworks
What should I do if I have missing or damaged fireworks when my order arrives?
Damaged boxes or items
You’ve placed your order early and the day had some for your fireworks to arrive. Excitedly you open the door and the delivery driver is standing there with a box which looks like it’s done 10 rounds with Mike Tyson! What should you do?
It’s very rare for orders to arrive damaged but it can happen. If the box itself looks damaged when it arrives it’s best not to accept the delivery and contact us straight away so that we can get a replacement order sent out. We will deal with the courier on your behalf.
We check each firework for damage as it is placed into the box so we know that the fireworks when they leave us are in tip-top condition. We pack them safely and securely in ultra-strong boxes so that their journey to you is a safe and secure one. Don’t wait too long before opening your order and checking the contents. In the very unlikely event that a firework is damaged let us know straight away. Take photos and email them along with your order number to email@example.com and we will give full instructions on how to deal with it. We will either issue a credit note or a refund – whichever you prefer. Carriage costs to get one replacement firework sent to you are prohibitive to us sending out another but, at our discretion, we may redeliver an item if it is damaged in transit.
We take photos of every box that leaves us and the contents of each carton is noted on our system so if an entire carton goes missing we know what is inside. The order will be labelled box 1 of 3, 2 of 3 etc so if you’re missing a box please let us know which one it is when you call or email. In the unlikely circumstance of a missing item we will issue either a credit note or a refund (or at our discretion redelivery of the missing item if in stock).
For missing items please email your order or consignment note number along with details of the missing item or carton number to firstname.lastname@example.org
This blog post is an expansion as part of our FAQ series and you can find the original question here.