In order to be able to request compensation for items damaged during transport, you must:
When picking up at one of our collection points
• Report damge to the staff at the collection point.
• Document (photograph) the damage. Items that are "taken home" without notifying the delivery point and without being documented will not be able to be compensated.
• Contact us in writing to open a transport claim.
With postal service point or home delivery
- Document (photograph) the damage, the package (including the label), and the packing material.
- Report the damage to us in writing within 24 hours, or by the next business day after receipt at the latest. Transport claims where the damage is not reported within a reasonable time will not be handled.
- The report must include the item number, a description of the damage, and photos of:
- the damage
- the entire item
- all sides of the outer box
- the packaging material inside the box
- a clear picture of the transport label.
Keep all packaging until the claim is completed.
With home delivery with carrying assistance
- Report the damage directly to the carrier at the time of delivery.
- Document (photograph) the damage. Make sure the damage is noted on the delivery document before you sign it. If the damage is so extensive that you don't want to accept the item, you should refuse the delivery.
- Contact us in writing to open a transport claim.
Remember to differentiate between whether the damage to the goods occurred during transport or whether it is a complaint / withdrawal of purchase.