If you need to raise a claim regarding your order, here’s a comprehensive guide on what to expect and how to ensure smooth processing.
Claim Eligibility
Before starting a claim, keep in mind:
- One Claim per Supplier is allowed for each order.
- Claims can only be raised after the order has been shipped.
- If the supplier doesn’t appear in the drop-down menu during Step 1 of the claims process, reach out to support@qogita.com for assistance.
Documentation and Timeliness
Please provide all requested documentation within 15 days of delivery. Missing or delayed documentation may affect the claim's outcome, including potential refusal.
For guidance, please review our article on how to submit a claim.
Claims Processing Time
- Our goal is to resolve all claims within 10 working days.
- Simple claims may be resolved in as little as 30 minutes.
- For more complex claims, processing time might be longer. We will keep you informed throughout the process.
Important: If you do not receive a confirmation email after submitting your claim, please contact us at support@qogita.com.
Claim Confirmation and Communication
Upon submitting your claim, you’ll receive an instant confirmation email from claims@qogita.com with your claim reference number. If you need to add further details or evidence, reply to this email directly to ensure it’s attached to your existing claim.
Note: Please avoid starting a new email thread with claims@qogita.com for additional information, as standalone emails will be automatically closed. Always respond to the initial confirmation email.
Claim Review Process
Once your claim is submitted:
- Assignment: A dedicated claims handler—Viki, Dani, or Vladimir—will review your case.
- Timeline: Expect to hear from your claims handler within 4 days of your claim submission.
- Additional Information: If more details or evidence are required, we’ll reach out. Timely responses help avoid delays; claims without proper evidence may be denied.
Response Deadline: We’ll follow up if we haven’t received a reply within 2 days of requesting additional information. If there’s no response within 2 more days, we’ll assume you do not wish to proceed, and your claim will be closed. Once closed, claims cannot be reopened, so be sure to check your emails frequently.
Discount Option for Incorrect or Damaged Items
If you received incorrect or slightly damaged items that you may still wish to keep, we can offer a discount. When raising your claim, let us know in the comments if this is something you would be open to considering.
Discount Process: We’ll wait 2 days for your response, send a follow-up, and if there’s no reply within another 2 days, we’ll assume you are satisfied with the discount offered and close the claim.
Third-Party Claims (Seller or Courier)
Some claims may need to be addressed with a third party, such as the seller or courier. In these cases, the process may take longer. We appreciate your patience, and our team will keep you updated as soon as we receive new information.
Returns and Refunds for Incorrect or Damaged Items
If you don’t wish to keep incorrect or damaged items, we may arrange a collection. Refunds for such items are issued only after they have been picked up by our courier. Please provide any collection details in the comments section of your claim to expedite the process.
After your claim has been approved, please hold onto the products for up to two weeks, as we may arrange for collection.
Delivery Attempts
We know that delivery issues can be frustrating. However, please note:
- We are unable to accept claims for failed delivery attempts, including missed deliveries, shipment refusals, or shipments returned to the sender due to not accepting a shipment.
- In these cases, contact us to arrange for a re-delivery at your expense, including any additional shipping charges, return costs, and admin fees.
- If an incorrect or incomplete delivery address was provided when placing your order, this will also be considered a delivery attempt. Please track your shipments closely and, if requested, provide the courier with any necessary information. If the courier requires Qogita to submit this information, contact us at support@qogita.com.
Estimated Shipping and Delivery Times
While we strive to deliver your orders as quickly as possible, we are unable to guarantee specific shipping or delivery times, and claims related to delays will not be accepted.
- We’ll keep you updated on your shipment status. If you have questions, please contact us at support@qogita.com.
Shopping Preferences
To ensure you receive the products you want from your preferred countries, please select your shopping preference when placing an order.
- It is your responsibility to verify and choose your desired shopping preference before finalizing your purchase. We cannot modify this setting after the order is placed or accept claims related to incorrect preference selection.
For more details, please refer to our Shopping Preferences article.