---
title: Received a faulty item?
description: We're sorry if you've received a faulty item! Unfortunately, we're only able to help if you purchased your item(s) from us directly. If you purchased from a third-party retailer or reseller, we'd reco
---

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# Received a faulty item?

We're sorry if you've received a faulty item!

Unfortunately, we're only able to help if you purchased your item(s) from us directly. If you purchased from a third-party retailer or reseller, we'd recommend contacting them directly.

If you've purchased your item from our official web store (www.befreedom.com.au) send us a message at help@befreedom.com.au and we'll look into this for you.

Please send our Customer Support Team:

- Your name and email address
- Order number 
- Item name/description (if known)
- Photos that show:

1. The fault as clearly as possible

2. Full-length photo of the item

3. The Freedom logo on your crossbody chain, strap or phone case 

All claims for orders arriving with damaged or wrong items must be made within 7 days of the delivery date.