Thank you for your email
We will be glad to assist you
May we kindly ask for your order reference number that was given when purchasing the items from our store, a picture of the manufacturer code, which is a little white sticker with a barcode and a serial number, you should find this on the side or underneath you machine.
As well, please attach a short video/photo of the problem so that we can gain some more insight and then we would be able to help resolve this issue for you
Thank you
The DIY Tea