We’re sorry that your package arrived damaged. Please follow these steps:
1. Check the package immediately
Inspect both the contents and the packaging as soon as you receive it. If possible, take photos of the damage (package + contents).
2. Report the damage via DHL
In such cases, we always initiate a damage report with DHL.
Please take the damaged package to a DHL branch. The damage will be officially recorded there.
3. What happens at the DHL branch
You hand in the damaged package at the DHL branch
The damage is inspected and documented
DHL creates a damage report
The report is then forwarded to us
4. Processing on our side
As soon as we receive the damage report from DHL, we will review the case and get back to you with the next steps (replacement or refund).
Important
Do not dispose of the package
Keep all packaging materials
The damage report is required for us to process your case