Articles on: Damages & Errors

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

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

Updated on: 18/08/2026

Was this article helpful?

Thank you!