We regret the inconvenience you've experienced, and we strive for every box to arrive in pristine condition. Unfortunately, we cannot supervise the entire delivery process from end to end.
In the event that an item arrives damaged or expired from the manufacturer, or is missing (the box is physically in good condition, but an item is not inside), please contact our customer support team. Navigate to ‘Me’ → ‘Help Center’ → 'Open Ticket' section in this app, go to the 'Shipping' category, and choose the option 'Missing Item' or 'Damaged Item'.
To expedite a resolution, you are required to submit the following pictures:
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Pictures of all sides of the box (applies to both missing and damaged item issues).
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Pictures of all items received in the box (applies to both missing and damaged item issues).
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Pictures of individual items, showing the damaged part (applies to damaged item issues).
Compensation offered will be in the form of a partial refund or item replacement, and every customer is eligible for compensation in the mentioned cases.
The validity of a damaged item will be at the discretion of the support agent.
Any damages to the boxes or the packaging of a product will not qualify for replacement if the content is undamaged. Broken items such as cookies, chips, or other fragile snacks, and melted chocolate due to weather may also not qualify for replacement.
Minor cosmetic damages, such as small scratches, may not qualify for compensation.
Due to inventory changes, any issues must be reported within 7 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, store credit may be applied to your account instead.
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