How to report damage / loss and submit a claim

Frequently asked questions

If your shipment is damaged or missing, please notify our customer service department as soon as possible: at the time of delivery for visible damage, within 5 working days of delivery in case of non-apparent damage or (partial) loss.

Our customer service will immediately start an investigation, so you can submit a claim - if necessary. As soon as we have received the necessary information, the claim will be investigated. We aim to respond within 10 workdays.

In case of loss, see to it that you can give us a good description of the goods and their packaging. In case of a damaged shipment, we also ask you to take photos of the damaged goods and their packaging, including the shipping label and the filling material.

Learn more about our claims procedure