That’s really disappointing: you’re looking forward to your order, only to find that the parcel (or product) has arrived damaged. Unfortunately, this can sometimes happen during transport. Luckily, we’ll resolve this together. In this article, you’ll read what you should do and what information we need to help you quickly.
Check the damage: cosmetic and/or technical
If you notice that the packaging is damaged, calmly check the product itself. See whether there is any 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 turn on).
It’s best to check as soon as possible after receiving your order, so we can act straight away.
Contact our customer service immediately
Do you see any damage? Then contact our customer service immediately. Clearly state what’s wrong: what is damaged and what exactly do you see? The more specific your description, the quicker we can help you. Please also have your order number ready. This way, we can assist 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’ll immediately look for a suitable solution with you. 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 what to expect.
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, so we can quickly help you find a solution such as replacement, compensation, or return.