What should I do if my parcel arrives damaged?Updated 4 hours ago

When receiving your parcel—whether at home or at a pick-up shop—always inspect the outer packaging before signing for it. Whenever possible, open the parcel in the presence of the courier or parcel shop staff.

Is the parcel visibly damaged?

The safest step is to refuse the delivery. The courier will return the parcel directly to our warehouse, and you will be fully covered for a replacement or refund. If you choose to accept the parcel anyway, you must officially log written remarks on the courier's delivery slip or electronic scanner (Proof of Delivery) before signing.

When should you report damage on delivery?

• If the outer box or bag is torn, crushed, punctured, or wet.
• If the outer box or bag has been resealed with carrier tape or unfamiliar adhesive.
• If the outer box or bag appears to have been tampered with or opened in transit.
• If the parcel feels unusually light for the items ordered.

How to record a valid damage report with the driver

To ensure courier claims are legally valid, any notes must be:

• Recorded immediately at the moment of delivery, directly on the driver’s device or paper delivery note.
• Specific and detailed: state the exact visible damage to the box and specify any missing or damaged items.
• Dated and signed.

Valid example: “Cardboard box crushed on the left side, inner packaging torn, 1 jacket missing.”

Important: Couriers routinely reject vague notations such as “subject to inspection”, “unchecked”, “pending unpacking”, or simply “damaged box”. Be as descriptive as possible.

What to do next

• Get in touch with our customer care team within 3 working days of delivery at [email protected] with your order number, if possible clear photos of the damaged packaging (including the shipping label) and damaged items, and a copy or photo of the delivery slip showing your recorded damage notes.

Our team will step in, launch a carrier claim on your behalf, and arrange a replacement or refund promptly.