How to make a complaint

Whatever happened with your parcel, we will do everything not to spoil your joy.

To be able to process your complaint as fast as possible, complaints are divided into two types according to the situation.

  • The parcel is damaged due to the transport. The packaging is visibly damaged, or it looks all right from the outside, but the goods inside are damaged.

  • The parcel or a part of it got lost during the transport.

How to make a complaint

Whatever happened with your parcel, we will do everything not to spoil your joy.

To be able to process your complaint as fast as possible, complaints are divided into two types according to the situation.

  • The parcel is damaged due to the transport. The packaging is visibly damaged, or it looks all right from the outside, but the goods inside are damaged.

  • The parcel or a part of it got lost during the transport.

Damaged parcel

Whatever the damage of the parcel is, it is always necessary to fill in the Damage Report, either immediately or within 2 working days after the parcel delivery at the latest.

It might be filled in either by you, the consignee of the parcel, together with the courier when the parcel is delivered, or by our company. For more information click on the button "How to make a complaint".

Lost Parcel

If the consignee did not receive the parcel on the expected delivery day, contact us by calling +420 225 373 373, or by email at [email protected] (Mon-Fri 7:00–18:00) with the request.

If we do not succeed to find it due to any reason whatsoever, we will inform you about the loss recognition. To be able to recognize the loss, please send the following documents to our Complaints Department via a DPD shipping label in an envelope, or via a registered letter.

  • Bank account and variable symbol for the payment of damages.

  • Acquisition document proving the amount of the damage.

  • A document about parcel content proving that the damaged goods were inside the parcel.

For more information click on the button "How to make a complaint"

Lost Parcel

If the consignee did not receive the parcel on the expected delivery day, contact us by calling +420 225 373 373, or by email at [email protected] (Mon-Fri 7:00–18:00) with the request.

If we do not succeed to find it due to any reason whatsoever, we will inform you about the loss recognition. To be able to recognize the loss, please send the following documents to our Complaints Department via a DPD shipping label in an envelope, or via a registered letter.

  • Bank account and variable symbol for the payment of damages.

  • Acquisition document proving the amount of the damage.

  • A document about parcel content proving that the damaged goods were inside the parcel.

For more information click on the button "How to make a complaint"

How to make a complaint

How to make a complaint about a parcel properly.

Document for download