That’s really disappointing: you’re looking forward to your order and then the parcel (or product) turns out to have arrived damaged. Unfortunately, this can sometimes happen during transport. Fortunately, we’ll sort this out together. In this article, you can read what’s best to do and what information we need from you to help you quickly.
Check the damage: cosmetic and/or technical
If you see that the packaging is damaged, calmly check the product itself. See whether there is cosmetic damage (such as scratches, dents or damaged parts) and/or a technical defect (for example, if the product no longer works properly or won’t switch on).
It’s helpful if you check as soon as possible after receipt, so we can act straight away.
Contact our customer service immediately
See damage? Then contact our customer service immediately. Clearly state what has happened: what is damaged and what exactly do you see? The more specific your description, the quicker we can think along with you. We also ask you to have your order number to hand. That way, we can help you as quickly as possible.
Send photos and/or videos
To properly assess the damage, we ask you to send photos and/or videos of the damage. For example, images of:
- the damaged packaging (if that is also damaged),
- the product itself,
- and clear close-ups of the areas where the damage is visible.
This way, we can immediately see what has happened and which solution is most suitable.
What solutions are possible?
As soon as we have received your report and the images, we will immediately look with you for a suitable solution. Depending on the situation, this could be, for example:
- Replacement of the product,
- Financial compensation,
- or a return shipment.
We’ll make sure this is handled properly and that you know where you stand.
In summary
Has your parcel arrived damaged? Check the product for cosmetic and/or technical defects and then contact our customer service immediately. Send photos and/or videos of the damage and your order number, and we’ll quickly work with you on a solution such as replacement, compensation or return.