If your package arrives damaged, here's how to report it and start a claim.
- Note damage at the point of delivery
If you can see damage when the courier delivers your package, sign for it as "received damaged." This creates a record with the courier that supports your claim.
- Report it within 24 hours
Contact our Customer Experience team within 24 hours of receiving the package to begin a claim.
- Send us these details and files
- Photos of the damaged item
- Photos of the damage to the outer box
- A photo of the box showing the shipping label
- Photos of the internal packaging
- Proof of purchase (an invoice showing the item's value)
Photographing the box, label, and internal packaging — not just the item — helps show how the damage occurred, which is important for the claim.
If you have further questions, please contact our Customer Experience team.