How do I report a damaged shipment?

We take all the necessary precautions and work with the best transport companies. However, our parcels, and in the worst cases the contents, do occasionally arrive damaged. In the case of a damaged or missing item, we will of course be here to provide assistance. We will ask you for some information, for example: which item is concerned and what state the parcel is in. We will also ask you for some photos of the parcel and of the damaged items, and will ask you to keep the parcel and all the packing material for a possible inspection by the transport agency.

With your help and cooperation, we will be able to treat your case quickly and to your satisfaction.

For more information or how to make photos of the damage, here a few tips to help you with that:

How to make proper pictures?

This is an informative guide on how to take pictures in a way.

General information
  • Please hold the camera steadily
  • Provide sufficient lightning and keep enough distance from the parcel.
  • In case any particular damage needs to be highlighted, you can point a pen or a similar object to the area so it will stand out in the picture.
  • Use the macro mode to shoot a close-up.

You will find detailed step by step instructions in the following sections:

1. External packaging

Take two to three pictures of the cardboard box, preferably from all sides. The damage on the parcel needs to be clearly visible in the pictures.

2. Internal packaging

Take several (2-3) pictures of the packaging layers. Please capture the different layers of packaging as seen in the image examples.

3. Damages on the article(s)

Take three to four pictures of the damage and make sure that the damage is clearly visible in the pictures. Please point out minor damages by using a pen or similar.

4. How to transfer the pictures?

  • Compress the pictures for smooth data transmission
  • Check if you can lower the Megapixel resolution of your camera
  • You can send the pictures in a reply to our email
  • Bigger files can be uploaded on eg. wetransfer or dropbox;
    if so, please send us the link and use your customer number as a reference.

What will happen then?

Once the damage case is registered and we have received all your information as well as your photos, we will provide you with a reference number and the necessary information on how to proceed further.