What to do if your shipment arrives damaged

If your package arrives damaged, here's how to report it and start a claim.

Report it within 24 hours

Contact our Customer Experience team within 24 hours of receiving the package to begin a claim. [CX to confirm the 24-hour window.]

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.

Send us this information

To process your claim, please provide:

• 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.