Short answer: If a package reaches our warehouse damaged, we mark it as damaged, photograph the damage and email you, and no shipment can be created for it. If something is missing from the box, compare our photos with the customs form and then contact our support team with the details.
If the package is damaged
Every package is opened and inspected when it arrives, so damage is normally spotted the same day it's logged. When it is:
- We mark the package as damaged. This is visible in your account.
- No shipment can be created for it. That's deliberate: we don't want a damaged box going out on an international leg where the problem would only get worse.
- We email you so you know before you plan a shipment around it.
- We photograph the damage. You can see those photos on the package detail page in your account.
Open the package in your account, look at the photos and see how bad it is. Then contact our support team, tell us what you'd like to do, and we'll go through the options with you.
The photos are also useful outside your account. If the damage happened before the package reached us, they're the evidence you'll want when you raise it with the seller or the carrier who delivered it.
If an item is missing
This one is harder, and it's worth being straight with you about why: we usually can't verify what was supposed to be in the box. Sellers often ship without an invoice or packing slip, so there's nothing at our end to check the contents against.
Here's what to do:
- Look at the photos we took. Every package is photographed during inspection, at no charge — the outer box, the shipping label and the items. See "Do you open my packages? Inspection and photos".
- Check the customs form or any documentation on the box. Together with the photos, it's the best picture of what actually arrived.
- Compare that with your order confirmation from the seller.
- Contact our support team with the package details, your order confirmation and what you believe is missing. We'll look into it with you.
If the outer box shows damage or signs of tampering, say so and point us to it. That changes the picture, and it's worth raising with the seller and the delivering carrier too.
If it's a Personal Shopper item
A Personal Shopper item that arrives wrong or damaged has its own reporting window: contact our support team within 7 days of the item being processed into your account. See "Cancelling a Personal Shopper order, seller cancellations and refunds".
What about damage that happens after your shipment leaves us?
That's a different situation, with a different process. If your shipment was damaged or lost on its way from our warehouse to you, read "Lost or damaged shipment: how to file a claim". Don't wait: the claim window is short, and evidence gathered on the day is worth far more than evidence gathered a week later.
Common questions
Where do I see the damage photos? On the package detail page for that package in your account.
Why can't I create a shipment for my damaged package? Because a damaged box is marked as damaged in our system and blocked from shipping. Contact our support team so we can work out the best next step.
An item is missing. Can you tell me what was in the box? We can show you what arrived, through the inspection photos and the customs form. What we usually can't confirm is what the seller put in, because there's often no invoice in the box.
Should I contact the seller as well? If the damage or shortage happened before the package reached us, yes. Our photos and the arrival date are useful evidence to give them.
My shipment arrived at my door damaged, not at your warehouse. Is this the same process? No. See "Lost or damaged shipment: how to file a claim".
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].