Report transport damage
If your item has been damaged during transport, please report this to us as soon as possible, and no later than within 48 hours of receiving or collecting the item.
Important information regarding transport damage:
If you discover transport damage at the time of delivery, such as damaged packaging, this must be reported directly to the driver and noted before you sign. You also have the right to refuse the delivery. The damage must also be reported to us within 48 hours.
If the damage is concealed and only discovered when unpacking the item, it must be reported to us within 48 hours. If reported later, the transport insurance does not apply and we cannot compensate the item.
Click here to read more about our full terms for transport damage
Frequently asked questions about transport damage can be found further down this page.
Frequently asked questions about transport damage
Transport damage occurs when goods are damaged during delivery, for example if the product is broken, dented, or parts are missing—regardless of whether the outer packaging is damaged or not.
If you immediately notice that the shipment has been damaged in transit, please report this to the driver and ask them to note the damage before you sign for the delivery. You must also report this to us within 48 hours. If there is hidden damage that is only discovered once the goods have been unpacked, this must be reported to us within 48 hours.
Yes, always save the outer carton, inner packaging, and protective materials until the case is closed. The carrier may need this as documentation when handling damage claims.
Once you have reported the damage, we will register the case and review your information and photos. If necessary, an assessment will be made together with the carrier.
The process normally takes a few working days, but in some cases it may take longer if the carrier needs to conduct an investigation.
In some cases, we can send a new item immediately, but sometimes we need to wait for the carrier's decision before we can replace the item.
If the transport damage is approved, we usually offer replacement goods, spare parts, or a refund, depending on the extent of the damage and the type of product.
If your delivery has not arrived, please contact us as soon as possible. We will help you track your shipment and, if necessary, initiate an investigation with the carrier.