Complaint about damaged shipment

Complaint procedure

When the order is delivered, you are obliged to visually check the parcel/pallet.

•  If the delivery is clearly damaged, follow these instructions:

1) Briefly specify the damage into the driver´s delivery list - for example - soaked, deformed, torn outer cover, etc.

2) Fill in the form of a complaint protocol with the driver right after the delivery – find the form here.

3) Make a photo-documentation - at least in 640 px quality and in format JPG or IMG - of a cover of delivery, damaged parts of the cover/ detailed look of damaged parts, a DHL tag of the delivery, a filling and location of the goods in the box and a photo of the damaged goods.

4) Make an inventory of the damaged goods and exact number of the damaged pieces.

5) Until the complaint procedure is done, keep the goods in the state they were delivered for a case of a possible inspection of the package.

6) Send it immediately (max 3 days) to info@svetkamenu.cz. All communication will be in written form.

• In case the delivery has hidden defects (the outer cover is not damaged):

1) Make a photo-documentation - at least in 640px quality and in format JPG or IMG - of the filling of the package and location of the packed goods and a photo of the damaged goods.

2) Make an inventory of damaged goods and exact number of damaged pieces.

3) Until the complaint procedure is done, keep the goods the state they were delivered in a case of a possible inspection of the package.

4) Send immediately (max 3 days) to info@svetkamenu.cz. All communication will be in written form.

Please note, that if you don't follow these instructions, your complaint might not be approved.