If the package is damaged, carefully check the contents to ensure the ordered items are intact and complete.
For damaged items or partial losses, you are required to document the damage.
Report the damage within 7 days at a post office. An investigation will be initiated, and a damage reference number or a stamped damage report will be issued. For insurance documentation, photos of the package and items should be taken. Send all documents to our customer service.
Please note:
- Without an officially registered damage report by the post office, no investigation can be initiated. The damage or loss will not be covered by the parcel insurance.
- The post office must register the damage report within the deadline, even if no visible damage is initially noticed. If the registration is refused, request a written confirmation, including the name of the staff member, post office, address, date and time.
An investigation may take some time. Reshipment or refunds are not possible in advance.
Great Britain:
Please register your claim in writing within 7 days of arrival, including photos of all sides of the package, the inside, and the item itself (if possible). Send all documents to our customer service.
Please note:
- Without an officially registered damage report by the post office, no investigation can be initiated. The damage or loss will not be covered by the parcel insurance.
Are the packages insured?
Yes, the packages are insured against transport damage and theft.