Add information or ask about an existing case

For the same issue, reply to the email conversation you already have with KRD. This keeps the earlier information and new details together.

When you reply

• Keep the case reference in the subject if one is shown.
• Say what has changed or which update you need.
• You do not need to resend photos or details already included in that conversation. If evidence was sent elsewhere, tell us where and when.

If you call or cannot find the email

Quote your case reference if you have one, plus the order number and checkout email. Say that you are following up an existing issue.

If you need to email KRD again, include those details and explain that there is already a case. You do not need a new form just to add evidence or ask for an update.