If the package is damaged, carefully check the contents to see if the ordered items are intact and complete. In case of damaged items or partial loss, you are required to document the damage.
Report the damage within 7 days at a post office. An investigation will be initiated there, and a damage number or a stamped damage report will be issued. For insurance documentation, photos of the package and the goods should be taken. Send all documents via our Claim Centre to our customer service.
Why is a Damage Report Essential?
- With the shipment, responsibility for your package passes to the carrier. Without an officially registered damage report by the post office, no investigation can be initiated. The damage or loss will then not be covered by the parcel insurance.
- The post office must record the damage report within the deadline, even if no damage is initially visible. If they refuse to record it, have this confirmed in writing, including the employee’s name, post office branch, address, date and time.
An investigation may take some time. A reshipment or refund is not possible in advance. We only ship insured packages against transport damage and theft.
Is My Package Insured Against Transport Damage?
Your packages are insured with us against transport damage and theft. If your package is damaged upon delivery or something is missing, please proceed as follows:
- Check: Inspect the package immediately upon receipt.
- Confirmation: Have the damage confirmed immediately by the delivery person or at your local post office. If the post office does not record the damage, please obtain this in writing – note the name of the employee, the branch address, and the time.
- Report: Contact our customer service immediately with the damage report. Have your order or invoice number ready and please send us photos of the damage (both of the carton and the affected items).