Our claims process

Sometimes, things don't go according to plan. It may be that something you received is damaged, missing a few items from your order, or something else. Whatever it is, we are here to help wherever we can.

We recommend that you consider the in-transit coverage (shipping insurance) available during checkout. We offer optional in-transit coverage at a very competitive rate.

Types of claims

Claiming and in-transit coverage

If your claim is about any of the below, it is unlikely that we will consider the claim unless you purchased shipping insurance during checkout for the relative order.

• Damaged items
• Deliveries to incorrect addresses
• Lost shipments
• Items lost in transit
• Suspected stolen items

Without the in-transit coverage, our liability ends once we hand your items over to the courier. With this particular coverage, our liability ends after the first delivery attempt. You can opt for external coverage. In such cases, you will need to refer your coverage provider in case of an in-transit event.

Delivery attempts

We do not accept claims regarding failed delivery attempts or shipment refusals. Your responsibility is to arrange and accept subsequent deliveries at your own cost if applicable.

Suppose the items return to our warehouse or the seller's warehouse due to a failed delivery or shipment refusal. In that case, we will reship the goods and invoice you for the additional shipping charges, plus a €100 admin fee.

Shipping and delivery times

We do not provide any guarantees regarding shipping or delivery times and do not accept claims regarding them. We use a variety of trusted shipping companies and couriers but cannot control or influence their shipping procedures.

Shopping preference

The responsibility of setting the shopping preference lies solely with you. Choosing the shopping preference that is suitable for you will ensure that you receive the goods from your selected countries. If you choose the wrong shopping preference when you place your order, we are unable to modify the order later on for you, and we cannot accept a related claim.

The impact of the right hopping preference may be significant: When you choose to receive the ordered goods from other geographic areas (import), you will most probably be able to significantly reduce the offered prices across all categories, but due to increased distance, it might slightly increase the shipping time. Qogita will take care of all the import (paperwork) procedures for you.

Other claims

For claims regarding scenarios unmentioned in this article, please raise a claim, and we will investigate this case by case. This article's list of claim types is non-exhaustive, and we reserve the right to reject a claim request for otherwise unmentioned claim types.

Raising a claim

To raise a claim (all done online, no need to email the support team):

• Go to the relevant order in your orders
• Click Submit a claim
• Amend the online claim form with the affected items you are claiming for
• Upload your supporting evidence using the guidance below
• Click the Submit claim button

Deadlines

Please submit your claim no later than the deadline shown on the order page—the date provided is two weeks after we issue your final invoice for the related order. You can submit a claim only after you receive your final invoice - a copy of the final invoice will be mailed to you, and a copy will be stored in your Qogita dashboard.

We only allow one claim per order, so please wait until you receive all your shipments before raising a claim. If you have shipments on the way still, we will respond to your claim and let you know.

In the rare event that you receive your shipments after the deadline, please email support@qogita.com so we can look into this for you.

We cannot accept your claim if you do not provide the requested documentation within the timeframe. 

Supporting evidence

Please upload the supporting evidence and documents listed below when you raise a claim—blank photos will deem your claim invalid, and we will only consider claims for affected items of which we receive evidence.

Damaged or wrong item(s)

• Photos of the shipping package (external—images must include all shipping labels, and all labels must be legible)
• Photos of the shipping package (internal)
• Photos of all affected items (images must include EANs)

Missing item(s)

• Photos of the shipping package (external—images must include all shipping labels, and all labels must be legible)
• Photo of all received items as they arrived in their package(s)

What happens next?

Once we receive your claim and supporting evidence, we will provide you with a claim number and review your claim.

Processing time

Typically, our claims process takes around five business days; we endeavour to process your claim as quickly as possible.