How to file a claim for a damaged or defective order

Below are some guidelines to keep in mind when making these claims:

✅ 1. File your claim as soon as possible

If you notice that a package you have received has arrived with visible damage (such as being open, having a broken box, being wrinkled, etc.) that raises concerns about the condition of the contents, it is crucial to document this on the delivery receipt provided by the courier. This documentation serves as proof that the shipment arrived in a visibly damaged state. You should clearly write on the delivery receipt that you received it "With Damage" so that your complaint is taken into consideration. It is important to note that the delivery person cannot refuse to allow the consumer to record their concerns regarding the condition of the order.

In addition to this initial complaint, it is advisable to contact the Customer Service Department of the shipping company as soon as possible.

Furthermore, it is essential that the merchandise remains available for inspection in the condition it was delivered. If the item has been handled, repaired, or if the packaging has not been preserved, the claim may be denied.

If the damage is not visible when the box is closed, but becomes apparent upon opening the package, this is considered hidden damage. In such cases, the time frame to file a claim with the contracted transportation company is seven calendar days, as stated by companies like DHL and MRW.

In the event of a shipping delay, complaints should be submitted in writing using the forms provided by the delivery agencies for their customers.

✅ 2. Claim deadlines

It is important to be aware of the claim periods set by the companies, which are typically detailed in the terms and conditions accepted when their services are contracted. Therefore, it is essential to read the terms regarding contracting, delivery timelines, shipping and return policies, and so on, carefully.

❗ Keep in mind that complaints made outside of the designated timeframe will not be considered.

The claim can initially be submitted via email to save time, but it is advisable to also send it via certified mail or burofax to provide proof and a receipt of having submitted the claim. Don’t forget to sign the document.

✅ 3. Describe the damages of the shipment

When filing a claim, it is not enough to simply express dissatisfaction. It is important to provide a detailed account of the damages and, if necessary, specify the amount being requested from the transportation company. The claim should include the following elements:

• A detailed description of the damages accompanied by photos and all possible evidence.
• A description of the type of packaging and protections that the package had, both internally and externally. If possible, include images of how it was packaged.
• Indicate which items have been damaged. Typically, only part of the shipment is damaged, and claims can only be made for the affected items.
• Include the amount being claimed, which must be accompanied by a document that substantiates that this amount is justified, such as a detailed repair estimate for the damages.