Warning
Check the goods immediately after receipt, preferably directly in front of the courier. If you have received a damaged product, you must also write a damage report and report it to us within 12 hours of receiving the shipment. If the damage is not reported within 12 hours, the subsequent complaint will automatically be rejected. You can report the situation via the chat, which you can find at the bottom right or by email to info@fixshop.eu.
Reporting a damaged shipment
Please send us the following:
A photo of the delivery note so that we can track your order in the system using the variable symbol.
A detailed photo of the damaged goods.
A photo of our label that was stuck on the packaging of the goods – this helps us to identify the shipment faster.
A complete photo of the packaging material – we will need:
Photos of the box from all sides. If the box is dented or otherwise visually damaged, please also provide detailed photos of these areas.
Everything that was in the package – padding, packaging material, bubble wrap, etc.
We will then pass these documents on to the shipping company. The photos are essential for the correct processing of the damaged goods claim.
What to watch out for with photos
the photos are not blurry, dark or poorly taken,
the photos show the entire damaged item, not just the damaged area,
the photos do not contain any cut or trimmed parts.
Based on your photos, we will send a complaint to the shipping company, who will investigate the situation further. After receiving their response (usually 2-5 business days from the date of the complaint), we will contact you to propose a solution.
Photos of the damaged shipment are important
If you are unable to provide photos or video evidence, we will not be able to process your claim further.
If you do not report the damage to us at all, a later claim or withdrawal from the contract may be rejected. Therefore, please also report suspected damage, even if it seems minor to you.
Another order in the package
Unfortunately, sometimes labels on shipments can be mixed up by us or the shipping company. If you have received an order intended for another customer, please inform us as soon as possible via the chat, which can be found at the bottom right of our website.
Please send us:
a photo of the goods that were delivered to you
a photo of the delivery note that was in the package
We will then contact you and try to resolve the situation as quickly as possible.
If you have any questions, feel free to contact us via the chat located in the bottom right corner of our website or through the contact form.