What should I do with damaged and lost shipments?
Sorry to hear your order has gone missing or has been damaged during transport. We would like to file a claim with the carrier to have the damage or loss compensated. Some information is needed for this. Read below what you need to file a claim.
Claims for orders that have been missing for longer than 7 days or were delivered damaged are no longer processed by carriers.
The order is damaged
Below you'll find a list of information that the carrier needs to process a damage claim. You can provide some yourself and some must come from the recipient. Make sure you have this information at hand before you fill out the form.
- Shipment number
- Purchase invoice
- Six photos of the damage:
- Outside of the package
- The opened package with all inner packaging visible
- All inner packaging
- Photo of the damaged item
- Detail photo of the damage
- Photo of the shipping label
Do you have everything? Send this information to info@wearewuunder.com
The order is missing
When the shipment is missing, we need the following information. You can provide some yourself and some must come from the recipient. Make sure you have all information ready before you fill out the form.
- Shipment number
- Purchase invoice
- Declaration in which the recipient confirms that he/she has not received the order. You can download that declaration below.
Do you have everything? Send this information to info@wearewuunder.com
Do you have other questions about sending or receiving shipments? Check our Frequently Asked Questions. Or contact us directly. Our team of experts is happy to help you! Feel free to send your question via email to info@wuunder.com or call us at +31 20 261 57 48.
Wuunder's customer service is available on weekdays between 8:30 AM and 5:30 PM.