What should I do if my shipment arrived damaged?

If you received a damaged shipment, follow the steps described in this article. Please keep in mind we cannot influence the time the courier service provider needs to process your claim, however, we will provide the courier with all relevant information and inputs needed from our side promptly and keep you informed throughout the process.

Steps

Firstly, thoroughly inspect the shipment, take some photos of the outer packaging with the tracking label visible on the pictures, then open the shipment and inspect the products. If any of the products have damaged packaging, take photos of the product packaging as well.

Couriers then have different procedures when opening a claim. To proceed with the claim, we will need the following:

• DHL: a clear statement from the customer and photo evidence is enough for DHL to proceed with the claim. Please open an RMA for your order, describe the situation, and provide clear photos of the damage.
• DPD: to proceed with the claim, DPD normally requires specific documentation to be filled out by either the customer, the shipper, or both. When opening a customer support ticket, please provide photo evidence of the damage and we will send you further instructions on how to proceed in accordance with DPD's policy. Please open an RMA for your order, describe the situation, and provide clear photos of the damage.
• UPS: UPS requires the customer to contact the local UPS as soon as they notice the damage. UPS then sends an employee to inspect the shipment and the damage. This is the first step that is mandatory to proceed with the claim. Once you've contacted UPS, please open an RMA for your order, describe the situation, and provide clear photos of the damage. A clear statement from the customer and photo evidence is enough for UPS to proceed with the claim and normally no further documentation needs to be filled out by either the customer or the shipper.
• Post: Post requires the customer to contact the local Post as soon as they notice the damage. The Post will then make a damage report based on the customer's statement and advise on further actions. This is the first step that is mandatory to proceed with the claim. Once you've contacted your local post office, please open an RMA for your order, describe the situation, and provide clear photos of the damage. Post normally requires specific documentation to be filled out by the shipper. According to their policy, normally an inquiry needs to be open by the shipper first, then a damage claim. They then have up to 60 days to resolve the inquiry and then up to 30 days to resolve the claim. Unfortunately, we have no influence on the process, however, we will do our best to assist you and keep you updated throughout the process.

When opening an RMA, please provide all relevant information, for example, your order number, the circumstances etc. and explain the situation in detail so we can help you resolve your case promptly. For guidance on how to open an RMA, please see "How do I open an RMA?"