How do I report a damaged delivery?

Please make a note of any visible damage before signing the delivery document. Also take photos of both the packaging and the product.
If the driver does not carry a printed document, you may note the damage on your own copy and ask the driver to countersign.

Alternatively, you may refuse to accept the delivery.

If you do accept the shipment, please report the damage as follows:

Which information do we need from you?

To handle the matter quickly and efficiently, please send us the following details:

• Which item is affected?

• What was the condition of the packaging upon arrival?

Please also keep the packaging and any filling material, as the shipping provider might need to inspect the delivery.
With your help, we will find a fast and satisfying solution.

Tips for taking good photos of the damage

Since we no longer have access to the product itself, the assessment depends entirely on the photos you send us. Here are some helpful tips:

1. Outer packaging
Please photograph all six sides of the package. Shipping labels and stickers should be clearly visible.

2. Inner packaging
Photograph the inside of the box as it looked when opened, including packaging materials and contents.

3. The damaged item
Take close-ups of the damaged area, and also a full view of the entire item.
For smaller damages, use a pointer (e.g. a pen or piece of paper) to clearly mark the spot.

4. Sending the photos
You can send the images via our contact form, WhatsApp, or email.
For larger files, we recommend using www.wetransfer.com.
Please remember to include your customer or order number for reference.