™Missing or damaged parts
It happens, it's covered, and it's quick to sort. Tell us what's missing or broken and we'll post a replacement free — nothing to return.
Before you write
- Check the spares.Kits often include spare small pieces — the one you need may already be in a bag.
- Find the bag or step number.It's in the instructions, and it means we send exactly the right piece first time.
- LED not lighting?Run through the LED checklist in our book nook rescue guide first — it solves most light problems in minutes.
Quicker with a photo?Send a photo of the part and the manual page on WhatsApp, with your order number. We usually reply within a couple of hours, 9am to 9pm.
Send us a photo on WhatsApp
Request your replacement
Takes about a minute. We usually reply within 24 hours.
What's covered
Missing, faulty, wrong or delivery-damaged parts — and pieces broken during your first build — are replaced free, subject to availability.
Damage after the build is finished isn't covered, but we'll still help at cost where we can.
Prefer to talk? Call 0333 015 6933, answered 24/7, or use the chat bubble.