Lots & Orders
What should I do if my lot has been delivered damaged?

If your lot has unfortunately been delivered damaged, please contact the seller to first try to negotiate a way to solve the issue.

Inform us within 3 days after delivery (the exact date will be recorded through Track & Trace). Please be aware that once the 3 day period has expired, your payment will be sent to the seller and we can no longer open a claim on your behalf.  When contacting us, please include:

  • At least 3 photos of the lot in the state it was received, showing the damage caused during transportation.
  • At least 2 photos of the package (with the label clearly visible)
  • A short description of the main issues with the order.

Additionally, we recommend that you also contact the shipping company to report the incident (the aforementioned photographs will be useful for supporting your claim). For your information, shipping companies usually require claims to be made within 7 days after the package was delivered. For any specific instructions on how to file a claim, please contact your shipping company.

Important: If there is a delivery signature that you don't recognise, we recommend that you file a police report.

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