What to do if I receive a damaged product

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 important to understand the steps to take for resolution:

  1. Reporting Damage to Perfume Headquarters:

    • Notify us immediately if you receive a damaged product.
    • Use the chat box on our website, located in the lower right-hand corner, to report the damage.
    • Provide us with detailed information about the damaged item.
  2. Filing a Claim with the Carrier:

    • Since Perfume Headquarters is not responsible for items damaged during shipping (unless it's our fault), you will need to 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.
  3. Required Documentation for the Claim:

    • Gather supporting documents such as invoices or receipts that show the value of the merchandise.
    • 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).
  4. 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, .PNG.
  5. Retention of Damaged Items and Packaging:

    • Keep the damaged merchandise and all packaging materials, as they may be needed for inspection by the carrier.
  6. Refund Policy:

    • Please note, we do not issue refunds for items damaged during shipping, unless the damage was caused by us.

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 any questions or need further assistance, do not hesitate to reach out to us through our website chat feature.