Please keep the tag and the original packaging in which you received the product until your claim is resolved.
If an item or items arrive damaged, you can apply for a compensation. You have 48 hours to report the damage, from when the carrier confirms the package was delivered.
How to report the damage:
- Go to Ongoing Purchases in the app or on the website
- Find the order and select “What should I do?”
- Choose “Open a dispute” and select “The product was damaged in transit”
- Upload photos and video of the damage
Keep all packaging materials and the label until your case is resolved.
What photos and video to upload
To help us review your claim quickly, please provide:
- Photos or videos clearly showing the damage to the item or items. Take several photos, from different angles and different distances
- Photos or video of the outer packaging (for example, the box)
- Photos or video of the protective inner packaging (for example, bubble wrap or other protective material)
- A photo of the shipping label (make sure all text is clear and readable)
Tip: to upload a video, record it before you start the report. Then select the video from your phone’s gallery when you’re completing the report.
Return and refund process
We will carefully review all the information you provide so that we can make a decision on your dispute. Depending on the damage to the product and the evidence provided, a partial or full refund may be applied, or the request may be dismissed. In any case, you will always receive updates on the progress of the procedure by email.
IMPORTANT: In case additional evidence is required to make a decision, we will also request it from you via email. Please stay tuned to our communications while the processing of the damage claim is open to ensure a correct resolution.
Have more questions?