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# I received a broken item, what should I do?

# I received a broken item, what should I do?

We are really sorry about what happened 🙏 We prepare every shipment with great care, but on rare occasions a product can be damaged in transit. No worries: we sort it out quickly and easily ✅

## 📦 What to do now

Open the request on our support portal, selecting **"Damaged item"**:

👉 [**Open a support request**](https://assistenza.alberogroup.com/assistenza/en)

The form will ask you for:

* your **order number**
* **which product** arrived broken and in what quantity
* **1-3 clear photos** of the damage and the packaging

## 🚀 What happens next

Once the request is submitted:

* ✔ our team checks the problem
* ✔ we handle the solution as quickly as possible
* ✔ you receive a reply within 24-48 working hours

Items that arrive broken are **replaced free of charge**: you do not need to send anything back.

|| 💡 **Useful tip**: clear photos of the damaged product and of the packaging help us handle your case much faster.

⏳ If you have already opened a request for this problem, please do not open another one: requests are handled in order of arrival and opening more than one for the same case only slows down the resolution.

## ✅ In short

* Open the request on the support portal
* Provide order number, product and photos
* Broken products are replaced free of charge, with no return needed

If your order **has not arrived yet**, do not use the portal: write to us in the chat and we will check the shipment status together.

👉 [**Open the chat**](https://go.crisp.chat/chat/embed/?website_id=8b9004b7-e00d-4eb2-a782-cd9a8850582f)