I have a parcel that's arrived damaged?

Orders arriving with incorrect items or damaged items:

• Where a customer receives an order containing damaged items, or where some of their items are missing, or an incorrect item has been received, you should raise an Order Delivery Issue ticket.

When an item has been damaged in transit we will need to raise a claim directly with the carrier*.

In the unlikely event that your order arrives damaged we will do everything we can to ensure this is resolved as quickly and as efficiently as possible.

To do this you will need to raise a support ticket which will be passed on the the carrier. 
To help support the investigation further we do require the below information within the ticket.

• A photo of the damaged item/s and
• Cost of sales invoice
• Detailed information you can provide to support the claim i.e. if you know which SKU code is missing, please include this. 
• Where an incorrect item has been received, please ask for the barcode on the received item as this may help us to track down how such an error has occurred. 

SLA's

We aim to:

*Please note, where we need to investigate directly with the carrier, the complete by date by take longer however will keep you update throughout the process. 

We normally have a limit of 14 days from parcel despatch from fulfilmentcrowd to raise a claim with the carrier.