What happens if my item arrives damaged?

Packaging is key - and yet sometimes not enough

If your item arrives damaged, you should take the following steps:

  1. Document the damage: Before opening the package, take photos or videos of the external condition of the package as evidence of any visible damage. This will help support your claim.

  2. Inspect the contents: Carefully unpack the item and inspect it for any damage. Take detailed photos or videos of the damaged item from different angles. Note any specific areas or components that have been affected.

  3. Contact the courier and Deliverback: Notify both the courier company (such as DHL) and the Deliverback about the damage as soon as possible. Provide them with a detailed description of the damage and include any supporting visual evidence you have gathered.

  4. Follow the courier's instructions: The courier will likely initiate an investigation into the damaged shipment. They may require you to provide documentation, such as photos, the original packaging, or any other relevant information. Cooperate with their requests and provide the necessary details promptly.

  5. Insurance and compensation: If you purchased shipping insurance, check the terms and conditions to see if it covers the damaged item. File an insurance claim with the courier or the shipping provider, following their specific procedures. Provide all the required documentation and information to support your claim.

  6. Resolve the issue with Deliverback: Communicate with our customer care at support@deliverback.com to inform us about the damage and discuss potential resolutions. Depending on the circumstances, they will work with you to find a satisfactory solution.

Remember to keep all relevant documentation, correspondence, and evidence related to the damaged shipment. This will be crucial for supporting your claim and resolving the issue effectively.