What to Do if You Receive a Damaged Item in the Mail
Understanding Your Responsibility and Our Policy
At Perfume Headquarters, we strive to ensure that all items reach you in perfect condition. However, if you receive a damaged item, it's essential to understand the steps to take for resolution:
- Reporting Damage to Perfume Headquarters:
- Notify us immediately if you receive a damaged product.
- Use the chat box on our website in the lower right-hand corner to report the damage.
- Provide us with detailed information about the damaged item.
- Filing a Claim with the Carrier:
- Since Perfume Headquarters is not responsible for items damaged during shipping (unless it's our fault), you must file a claim with the carrier that delivered the item.
- We will assist you in this process. Let us know in the chat that you need help filing a claim.
- Required Documentation for the Claim:
- Gather supporting documents, such as invoices or receipts, showing the merchandise's value.
- Take detailed photographs of the damaged item and its packaging, including:
- The damaged item within the box.
- The damaged item itself.
- Packaging materials used.
- Shipping label with tracking number.
- Box manufacturer's certificate (round stamp on the box).
- All six sides of the package.
- Measure and record the dimensions of the box (height, length, width).
- Acceptable File Formats for Claim Submission:
- Ensure your documents and photos are in one of the following formats: .JPG, .JPEG, .TIF, .TIFF, .BMP, .PDF, .DOCX, and .PNG.
- Retention of Damaged Items and Packaging:
- Keep the damaged merchandise and all packaging materials, as they may be needed for inspection by the carrier.
- Refund Policy:
- Please note that we do not issue refunds for items damaged during shipping unless we cause the damage.
Our Commitment to Assisting You
We understand the inconvenience caused by receiving a damaged item. Our team is committed to assisting you through every step of this process to ensure it is as smooth and stress-free as possible. If you have questions or need further assistance, don't hesitate to contact us through our website chat feature.