My order arrived damaged, didn't arrive, or is incorrect
Things occasionally go wrong in transit or production. Here's what to do.
Report the issue within 5 business days
If your order arrives damaged or you've received the wrong item, email hello@futureative.com within 5 business days of receipt with:
- Your order number
- A short description of the issue
- Clear photos of the item and packaging
The 5-day window helps us work with the production and shipping providers to resolve things quickly.
If your order hasn't arrived
If your tracking shows delivered but you haven't received the parcel, or if tracking hasn't updated for an unusually long time, email hello@futureative.com with your order number. We'll work with the carrier to locate it.
A few things that often resolve missed deliveries before you need to contact us:
- Check with neighbours or your building manager
- Check for a calling card or carrier notification
- Check any nominated safe drop location
What happens next
- Damaged on arrival: We'll arrange a replacement or refund. Please keep the item and packaging until we confirm next steps.
- Wrong item received: We'll arrange a return and send the correct item, or refund you. Return shipping is covered.
- Lost in transit: Once confirmed lost with the carrier, we'll arrange a replacement or refund.
Returned-to-sender parcels
If a parcel is returned to us because the delivery address was incorrect, the receiver wasn't home and didn't collect from the carrier, or delivery was refused, we'll be in touch. A return fee may apply before the parcel can be redispatched.