How can I replace a broken or faulty Sylvanian Families product or part?

If a product is broken or faulty when you receive it from us, just contact our customer service team on customerservices@epochmakingtoys.com. Describe the part itself and any faults in as much detail as possible so we can follow up with our Quality Department. If you can take a digital photograph and send the picture to the team this would be very helpful. Please keep the product or part safe as we may ask you to return it so that our team can have a closer look. In that case, we’ll email you and cover your shipping costs. Our Customer Services advisors may in their discretion arrange for such Products to be collected from you. A copy of your receipt of purchase may also be required.