If your package is delivered damaged, follow these steps to ensure that your situation is dealt with efficiently:
Document immediately: Take clear photos of the damaged packaging and product(s), if necessary. These images will serve as proof of the package's condition upon arrival.
Do not discard packaging: Keep all packaging materials, including the box, padding and any damaged items. These may be needed to verify the claim.
Contact our customer service: Send us an e-mail via the contact form, mentioning the following points:
- Your order number.
- Photos of the parcel and damaged goods.
- A brief description of the problem.
Please wait: Once you've contacted customer service, wait for a response. We'll guide you through the next steps, whether to return the product, receive a replacement or obtain a refund.
Contact the carrier (Swisspost): In some cases, it may be necessary to report the damage directly to the delivery company.
We understand how frustrating it can be to receive a damaged package, and we'll do everything we can to resolve the situation quickly for you.