If your parcel or the items inside have been damaged during delivery, please contact our Customer Service as soon as possible with the information below so we can investigate the case.
Can you already see the damage when the parcel is delivered or collected?
If the parcel is visibly damaged, you can refuse to accept it. The parcel will then be returned to us.
Once the parcel has been received and processed at our warehouse, we will refund your order. You can read more about our return process here When will I receive my refund after returning an item?.
Unfortunately, we cannot resend orders. If you still want the items, we recommend placing a new order in our webshop.
Did you only discover the damage after receiving the parcel?
-
Take photos straight away
Take photos of:- the outer packaging
- the shipping label on the parcel
- the damaged items
Take the photos before throwing away any packaging or contents.
-
Keep the packaging and all contents
We may need them as documentation when investigating the case. -
Contact our Customer Service
Provide your order number, attach the photos, and let us know which items are damaged or potentially missing from the parcel.