Damaged in shipment
If you can see that the parcel has visible damage, we recommend that you refuse to accept the parcel, which will then be returned to us.
However, if you have received a damaged shipment, it is very important that you immediately document the extent of the damage so that we can initiate a claim with the shipping company.
For this we need the following:
- Photos of the outer packaging
- Pictures of the damage to the item
- Pictures of the entire shipment
- Picture of the shipping label
Please open a case in our complaints system with the pictures requested above.
If your package could not be delivered because it was damaged on the way to you, it will be checked by the shipping company and then sent back to us. If we receive the package back, we can reship the item or refund the amount. It is not possible for us to replace the contents until we have received the package back with the freight.