If your parcel appears damaged, wet or open, report it to the delivery driver or the staff member at the collection point before accepting it.
⚠️ Why is it important to report damage?
Damage must be reported at the time of delivery. Without a damage report, we will not be able to file a claim with the carrier to request compensation.
So remember to check the condition of your parcel before accepting it!
If the parcel is severely damaged, we recommend refusing the delivery.
✍️ How to report damage depending on your delivery method
🏠 Home delivery
Report the damage to the driver before confirming the delivery and ask them to record the damage on their handheld device.
Describe the problem in detail. For example: “Cardboard box torn on the side” or “Parcel wet on the bottom”.
Avoid vague descriptions such as “parcel damaged” or “subject to unpacking”. It is important to describe the visible damage specifically.
🏪 Delivery to a collection point
Report the damage to the staff member at the collection point before collecting your parcel and ask them to record a detailed damage report.
Describe the visible damage clearly rather than simply stating “parcel damaged”.
📦 Delivery to a parcel locker
It is not possible to report damage or refuse the parcel at an automated parcel locker.
If your parcel appears damaged, wet or open, take photos as soon as you collect it and contact our customer service team.
💡 Have you discovered a damaged item after opening the parcel? Take photos of the product and its packaging, keep the cardboard box and contact our customer service team, providing your order number.
Didn't find the answers to your questions?
Don't hesitate to contact our team of HardGuides experts via the contact form.