Goods Arrived Damaged: Report Transport Damage

1. Document the parcel and its contents

Please open the parcel carefully and then take the following photos:

• outside of the parcel showing the damage
• if applicable, the parcel with the shipping label (you can black out your personal data)
• inside of the parcel (packaging material, position of the goods)
• detailed photos of the damaged products
• if applicable, photos of undamaged parts for comparison
• if applicable, a photo of the delivery note

The better the documentation, the faster we can settle the case with the shipping company.

2. Report transport damage

1. Open our support form.
2. Enter your order number and contact details.
3. Briefly describe:
   • how the parcel arrived (e.g. dented, torn, wet)
   • which items are affected
4. Upload the photos mentioned above.
5. Submit the form.

3. Review & next steps

We'll review your report and forward the transport damage to the shipping company. We'll then let you know how we'll proceed, e.g.:

• replacement delivery of the damaged items
• partial or full refund of the purchase price
• if applicable, collection or return of the damaged goods – you'll receive a return label from us for this

We'll let you know whether you should keep the damaged goods for the time being – the shipping company often requests them for inspection.

4. Important notes

• Please report transport damage as soon as possible after receipt, ideally within 2–3 days (depending on the shipping company's requirements).
• Keep the original packaging and goods until the case is fully closed.