What should I do if my shipment arrived damaged?

This article describes the actions you need to take if your shipment arrives damaged and explains the procedure behind this process.

Please keep in mind that we cannot influence the time the courier service provider needs to process your claim. However, we will promptly provide the courier with all relevant information and inputs required on our side to keep you informed throughout the process.

What should I do if my shipment arrives damaged?

If your EKWB shipment arrived damaged, please take the following steps:

Step 1: Take photos of the outer packaging

Inspect the package thoroughly and take photos of the outer packaging with the tracking label visible in the images.

Step 2: Open the package and inspect the products

Open the shipment carefully and inspect the content of the package thoroughly. If any of the products have damaged packaging, take photos of the damage on the packaging.

Step 3: Open an RMA

Finally, open an RMA for your damaged order. More info on how to open an RMA can be found here.

Bear in mind that different couriers have different procedures when opening a claim. To proceed with the claim, find your courier below and provide the necessary info:

• 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 typically 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 following 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 usually 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 typically requires specific documentation to be filled out by the shipper. Typically, and in accordance with their policy, an inquiry must be opened 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.