If the goods are delivered to you and they are damaged or some items are missing, to submit your claim we need photographs to prove it.
Don’t throw the used packaging away. Keep the damaged goods as well as their packaging, the goods must not be repaired or handled until an expert assessment is made.
Below, we explain the images you must provide in your claim:
- Photo of the received goods. The photo must show all items. If the goods are not visible in a general shot, it will be necessary to add an additional image of the damaged item. You can make the photo by grouping all items into one picture.
- Photo of damaged goods in their entirety. The photo should show the entire damage and not just a part of it or a close-up zoom. If the damage is not noticeable in a general shot, you’ll need to add one more image of the item where the damage is shown. If more than one damaged item is found, take a photo by grouping all items into a single image.
- Photo of the goods with internal packaging. The photo must show that the packaging used has protected the contents during transport. We ask for an image of the damaged goods placed inside the packaging in the same way it was received by the recipient.
- Photo of the external packaging (including the shipping label). The photo must show that the shipment was made with the transport company and that the claim corresponds to the contracted shipment. We request that the photo be taken at a certain distance where all label data are visible and legible.