Our Pail Promise
If something in your order arrives damaged, missing, wrong, or not as described, tell us within 30 days of delivery and we'll send a replacement free of charge. You don't need to send anything back.
Time limit
The 30 days start on the day your order is delivered. If your order isn't marked as delivered, they start on the last day of the estimated delivery window shown on your order page. If we've sent you a delay notice, that window is recalculated from the new ship date. The time limit is fixed when you place your order.
How to report a problem
Open your order: use the link in any order email, sign in and open Orders, or go to Track order.
Choose Report a problem, then pick the items and quantities affected and the problem: Damaged, Missing, Wrong item or Not as described.
Add 1 to 6 photos and a short description. For a kit, report the number of kits affected and say which parts are damaged or missing.
What happens next
We review every report and email you when its status changes. Your order page shows the status: Submitted, Approved, Not approved or Resolved. When we approve a report, we reship the affected items at no cost. If a replacement item is out of stock or no longer sold, we refund what you paid for that item instead.
If we see many reports from the same customer or address in a short time, we may review them more closely before we approve them.
If your order hasn't arrived
If your order hasn't arrived after the last day of its estimated delivery window, or tracking says it was delivered but you don't have it, choose My order hasn't arrived on your order page within the Pail Promise time limit. We'll check with the carrier. If the parcel is lost, we reship it free of charge, or refund any items we can't reship.
Change-of-mind returns (US orders)
We don't accept change-of-mind returns on US orders, so please check colors, sizes and pack quantities before you order. This doesn't affect the Pail Promise: for US orders, a problem covered by the Pail Promise is fixed with a free replacement, and we refund only an item we can't reship.
If an item is out of stock after you pay
We only sell stock from our warehouse, but now and then an item turns out to be short after you've paid. We then follow the choice you made at checkout:
Refund any out-of-stock items (the default): we refund what you paid for the missing items and ship the rest.
Contact me about a similar substitute: we email you a suggested substitute within 1 business day. You have 48 hours to accept or decline it from the link in that email. If you decline or don't reply, we refund the item. You never pay extra for a substitute, and if it's worth less than what you paid, we refund the difference.
If this takes your order below the minimum order, we don't charge you anything extra.
Cancelling an order
You can cancel your whole order with Cancel order on your order page until we start picking it, and we refund you in full. We can't cancel part of an order. Once we've started picking, contact us and we'll help if we can.
If we've emailed you about a delay, you can cancel with Cancel my order at any time before your order ships, for a full refund.
Refunds
We refund to your original payment method, in the currency you paid.
If we refund part of an order, you get back what you paid for those items. An order-level discount is shared across the items in proportion to their prices.
If a refund takes your order below the minimum order, we don't charge you anything extra.
How long a refund takes to reach you depends on your payment method and bank. Until it's complete, your order page shows it as Processing.