If your order was not placed from wetanz.com, you must contact the retailer you purchased the order from directly to ask for refund or replacement. 

Wētā Workshop cannot issue direct refunds or replacements for our products sold by other retailers. Most retailers have their own policies with respect to refunds and replacements and our customer support team will not be able to help with this transaction.

Only orders placed on wetanz.com are covered by our replacement and refund policy.

If you still need support, please contact us here.