How to handle a freight claim?

Did you receive a package from us with visible or invisible shipping damage? On this page, you will find a brief overview of how to document your freight claim properly, so we have the opportunity to help you. Proper documentation is essential so we can further document your damage to the carrier.
 

Freight claim deadlines

If you have received a shipment from us with visible damages, please inform us soon as possible, and no later than 48 hours after receiving the shipment, on 70 22 25 05, [email protected], or via our chat function.

In the event of hidden damages, please inform us as soon as possible, and no later than 5 days after receiving the shipment, on 70 22 25 05, [email protected], or via our chat function.
 

Freight claim specifications

Every freight claim must include the following:

• Order number
• Track and Trace number on the specific damaged parcel
• Photo documentation of the packaging, both inner and outer
• Photo documentation of the damage
• Photo documentation of the entire product
• Photo documentation of the shipping label, that was used for sending the parcel.

Examples of correct photo documentation of freight claims

Photos of the outer packaging (both shipping and products packaging)
Photos of the inner packaging (both shipping and products packaging)
Photos of the entire products (including the damages)
Photos of the shipping label, that was used for sending the parcel
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