How to Report Damaged or Incorrect Items

Our quality promise

GoGreen UK inspects every outbound carton for count accuracy and transit damage. If you receive crushed cups, torn kraft boxes, missing lids, or incorrect SKUs, we will make it right quickly so your service is not interrupted.

What to report

• Physical damage to packaging or products
• Short shipments or wrong items vs your invoice
• Print defects on custom-branded lines
• Manufacturing faults on reusable goods

How to report an issue

1. Open a support ticket within 48 hours of delivery
2. Include your order number, product SKU, and quantity affected
3. Attach clear photos of the outer carton label and damaged items
4. Keep damaged stock in original packaging until advised otherwise

Resolution options

Depending on severity and stock availability, we may offer an immediate replacement shipment, credit on your next invoice, or a prepaid return collection for bulk errors. Custom-print defects are re-run at no charge when the fault is production-related.

What is not covered

Damage caused after delivery — such as improper storage, exposure to heat or moisture, or normal wear on reusables — falls outside our transit guarantee. Refer to product care guides in our Knowledge Base for prevention tips.

Need urgent help?

Mark your ticket as urgent if you are within 24 hours of a large event and missing critical stock. Our Returns & Product Quality team prioritises hospitality deadlines where possible.