If your shipment arrived damaged or incomplete, the following two things are very important. Otherwise, we will not be able to file a damage claim with the shipping carrier and therefore cannot request a refund.
- You must report the damage to us within 24 hours of receiving the shipment (see below)
- Under no circumstances should you return the damaged or incomplete shipment as a return before it has been assessed by DHL and without consulting us first, as this will automatically void DHL’s liability.
Here’s how to file the damage report with DHL and us
Please send the following photos and the completed damage report form to the email address service@afew-store.com
Photos
- Photos of the shipping box (outside) including the shipping label, showing all shipping details and the weight
- Photos of all received items in their original condition
- Detailed photos of the affected or damaged areas (if applicable)
- If possible: A photo of the packaging in its opened state
Damage Report
- Fill out the damage report form and follow the further instructions
- You must then, in consultation with us, drop off the shipment at DHL for inspection
- DHL will then send the shipment, along with your damage report, to the responsible parcel center for inspection.
- As soon as the damage assessment has been processed and we have received feedback from the DHL Service Center, we will contact you immediately.
If you received your order via a different shipping provider, please contact our support team.