In case of slight deformation or damage to the outer packaging, don't be afraid to accept the shipment. In most cases, the shipment is not damaged and is totally fine - non-acceptance of such shipment often means an unnecessary extension of the delivery period. But it is important to accept the shipment with an objection so that the driver has a record that the package had damaged packaging.
If the customer, after receiving and unpacking the package, finds out that some goods are broken, cracked, or damaged in any other way, it is important to immediately report the damage to the transport service through which the shipment was delivered to the customer. The damaged shipment also has to be photographed as soon as possible. It is necessary to take a photo of the transport label, packaging (with details of the damage), lining, and damaged goods. Photos are a necessary part of making a claim with the carriers because the complaint will be rejected without them. It is also important to keep the packaging, lining, and damaged/broken goods until the end of the complaint procedure because they will be used as evidence for claiming damage with the carrier.
It is important to check the contents and completeness of the shipment. In the case that the shipment is incomplete, it is necessary to report this information to us within 2 days after receiving the shipment.
Send us all this information (incompleteness, damage + photos) via the contact form. Later complaints will not be taken into account.
We recommend that you follow the following instructions when taking delivery of your order:
Do not worry to accept your order if the outer packaging is slightly damaged. In most cases, the shipment is completely undamaged and is ok - not accepting such a shipment often means an unnecessary extension of the delivery time.
Pallet delivery
If the package is visibly damaged when you receive it, receive it with an "objection" and note the damage in the carrier's shipping documents. Ideally, immediately write down a damage report with the carrier and take photos of the packaging and the damaged goods. Report the package or goods damage to us immediately and attach the photos. If you find out about the damage after unpacking the goods, you need to take photos of the damaged goods and the packaging and immediately report the damage to us so that we have the opportunity to claim the transport of the goods and claim the damage. This claim must be made within 7 working days from the delivery of the goods, so please check the package immediately after receiving it and notify us of any damage without unnecessary delays.
Paulina