What should you do if your parcel is damaged on delivery?
Our colleagues in the warehouse have a real knack for this. They pack every parcel with care and attention before handing it over to the courier, whose job it is to deliver it to you exactly as we sent it; in pristine conditions.
Unfortunately, sometimes things don’t go as they should: all it takes is a ‘sharp’ bend and your parcel might slip under the one belonging to that gentleman who’s bought a fantastic bowling ball…
But what can you do if the parcel arrives in less than perfect condition?
Here are a few tips to assist you in these situations
First and foremost, you must always bear in mind that by accepting the parcel, you are ‘confirming’ that you have received an order that meets your expectations. Therefore, if the parcel appears heavily crumpled or visibly damaged, you must refuse the delivery. This will make it easier to demonstrate the problem to the courier and for us to send you a new order at no extra cost.
However, it may happen that the parcel is only slightly damaged and that – whilst eagerly awaiting for your order – you decide to take a chance. Even in such cases, there is a way to protect yourself (and help us help you): accept the parcel and ask the courier on the spot to draw up a damage report note.
When should you refuse a delivery or ask for a damage report?
If the parcel looks
- damaged
- opened
- heavily dented
- wet
or if – instead of being sealed with the usual adhesive tape bearing the Lentiamo logo – your parcel arrives
- sporting adhesive tape bearing the courier company logo
- repackaged in a plastic envelope bearing the courier’s logo
In such cases, our advice is always to refuse delivery or ask for a damage report.
How do I ask for a damage report note?
Upon receipt of the goods, the customer must expressly ask the courier to sign for the delivery with a specific report note and must state the reason for this request (for example, damaged parcel). If the products inside are in excellent condition despite the packaging being a little ‘worn’, no problem! If, however, the products are found to be damaged when you open your package, please contact us immediately and we will help you find a solution to the problem.
If, on the other hand, you have chosen to collect your order from a collection point, it will not be possible to collect and also ask for a damage report. You should therefore check the condition of the parcel when it is presented to you. If you have chosen to refuse the parcel at a collection point because it appeared to be damaged, please contact us immediately to let us know.
What if the products I receive are damaged?
Before throwing anything in the bin, we recommend that you take photos of the packaging, making sure to include the parcel label, and of the damaged products . This will make it easier and faster for us to process your claim.
Once you have your pictures, contact us immediately. We will provide you with prompt assistance.
For full details of the delivery methods and times we offer, please visit our Delivery information page.
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