When a Parcel Turns Up Damaged

Most orders arrive exactly as they were sent. Now and then a parcel takes a knock on the way. If yours turns up torn, crushed or wet, a few simple steps make it much easier to put right.

Take photos before you open it

Before anything else, photograph the outside of the parcel, including the label and any damage. Then photograph the contents as you unpack them. Pictures taken at the time are the clearest way to show what happened.

Keep the packaging

Hold on to the box or envelope and any wrapping for a few days. If a claim needs to be made with the courier, the packaging may be asked for.

Message the seller politely

Contact the seller through the site, describe what you found and attach your photos. Keep it friendly and factual. The seller did not damage it on purpose, and most will want to help as much as you want it fixed.

Be clear about what you would like

Say whether the item is still usable and what would put things right for you. A clear, reasonable request is easier for a seller to agree to than a vague complaint.

Check whether the item itself is affected

A battered box does not always mean a damaged item. Look the piece over carefully in good light before deciding. If it is fine, it is still worth telling the seller about the packaging, so they can choose sturdier materials for the next buyer.

Give them a little time

The seller may need to check with the courier before they can answer fully. A day or two is normal. Keeping the conversation in one place on the site also means everything is recorded if anyone needs to look back at it later.