If an Ezoryx order appears damaged, incomplete or different from the confirmed order record, first preserve the parcel, item and packaging, then make a short factual record before contacting support. Note the order number, the exact product name or SKU, what you expected, what arrived and the specific problem. Add clear photographs when damage or an incorrect item is involved. Do not send anything back until Ezoryx provides instructions and the correct return destination.
Start with the confirmed order record
Use the order confirmation or account record as the starting point. Copy the order number exactly and identify the relevant line item by its complete recorded name. If the record includes a SKU, keep it beside the name. This gives support a precise reference without relying on a nickname, colour description or memory.
For example, the live catalogue record for Manchester Lights Cigarettes – 1 Carton (10 Packs) identifies a specific listing and sale unit. The product photograph above is the site-owned image attached to that record. It is an example of how to preserve the expected listing, not evidence of a damaged parcel and not a substitute for photographs of the item actually received.
If you are checking several line items, make one row for each item rather than combining them into a general statement. The existing guide to checking an Ezoryx delivery against the order record explains how to complete that initial comparison.
Describe the issue without guessing
Use a plain description that can be checked. Useful descriptions include an outer parcel that arrived visibly damaged, a line item that is absent, or an item whose recorded name does not match the confirmed order. State only what you can observe. Do not infer why the issue happened, whether a carrier caused it or what remedy will apply.
Keep stable record details separate from changing store information. The order number, confirmed line item and SKU identify the transaction and item. Current price, current stock and later catalogue changes do not establish what was packed in an earlier order. The confirmed order record should remain the comparison point.
Take photographs that answer specific questions
When damage or an incorrect item is involved, take clear photographs before discarding or changing the packaging. A useful set normally shows the overall parcel, the affected area, the item as received and any visible product identifier needed to match it with the order record. Use normal lighting and keep the relevant detail readable.
- Photograph the parcel and item in their received condition.
- Include a close view only when it helps show the stated problem.
- Keep the original files until support has assessed the enquiry.
- Do not post delivery labels, addresses or order details publicly.
A photograph should support one factual observation. It should not be edited to add or remove packaging details, and a catalogue image should not be presented as a photograph of the delivered item.
Build a concise support message
A focused message is easier to assess than a long account of the delivery. Include the order number, exact product name or SKU, a one-sentence description of the issue and a list of the photographs available. Add the delivery postcode only when it is relevant to locating the order. Do not include payment card details, identity documents or unrelated sensitive information in a general enquiry.
The Ezoryx contact page lists the information used for order, product, delivery and damaged-item enquiries. Send the message through the current contact route rather than a public comment or social channel.
Keep the item until you receive instructions
The current Returns and Refunds page asks customers to keep the item and packaging until support provides the next step. It also says not to return a product without instructions and the correct return destination. Follow that process even when the problem appears straightforward.
Do not assume that one particular remedy is guaranteed. The appropriate response depends on the issue and the applicable consumer rights. Recording the evidence accurately helps support assess the case; it does not predetermine whether the outcome will be a replacement, refund or another solution.
Separate a delivery delay from an item problem
A parcel that has not arrived is a different enquiry from an item that arrived damaged or incorrect. For a delay or tracking question, follow the current Shipping Policy and provide the order number and delivery postcode through the contact form. Do not invent a delivery deadline or treat an estimate as a guarantee.
Final checklist before contacting Ezoryx
- Order number copied from the confirmed record.
- Exact product name and SKU recorded where available.
- Expected line item separated from what was received.
- Problem described using observable facts.
- Relevant photographs retained in their original form.
- Item and packaging kept pending support instructions.
- No payment details, identity documents or public delivery information included.
This checklist is for adult customers aged 18 or older. It is a record-preparation guide based on Ezoryx’s current public support and policy pages; it does not add delivery, refund or legal promises beyond those pages.