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How to provide evidence when there is a problem with your order.

⚠️ To help us resolve claims quickly and accurately, please provide specific evidence based on the type of claim.

Each claim type has unique requirements for photos and documentation, which are outlined per claim line.

Remember, if you do not attach all the evidence required, we may close your claim as we will be unable to investigate it.

TABLE OF CONTENTS

  1. Damaged Goods
  2. Incorrect GTIN
  3. Decoded Goods
  4. Expired Goods
  5. Tester Products
  6. Unsuitable Ingredients
  7. Other Claims

1. Damaged Goods

Definition: Products arrived in unsellable condition due to damage.

Required Evidence:

Photos:

  • Box photos:
    • A clear photo of the outside of the box, showing as much of the box as possible, including any visible damage.
    • A clear photo of the inside of the box showing how the items were packed.
  • Shipping label(s):
    • A clear photo of each shipping label, with the tracking number clearly visible. The label should be in focus and not blurry.
  • Products Photos:
    • A clear photo of all affected items placed together outside of the box. Where possible, ensure the full quantity of affected items is visible.
    • A clear photo of the barcode on one of the products affected. The barcode number must be fully visible and readable.

Document:

  • Proof of delivery (POD) indicating the damage was noted upon delivery.
⚠️ Any visible exterior damage should be reported to the delivery driver at the time of receipt.

2. Incorrect GTIN

Definition: Received products differ from the ordered GTIN.

Required Evidence:

Photos:

  • Shipping label(s):
    • A clear photo of each shipping label, with the tracking number clearly visible. The label should be in focus and not blurry.
  • Products Photos:
    • A clear photo of all affected items placed together outside of the box. Where possible, ensure the full quantity of affected items is visible.
    • A clear photo of the barcode on one of the products affected. The barcode number must be fully visible and readable.
    • Clear photos of the front and back of one of the products affected. Ensure the images are well-lit and the product details are visible.

Details:

  • Specify the incorrect GTINs received and how many.

3. Decoded Goods

 

Definition: Received items are decoded, missing their usual retail identifiers.

Required Evidence:

Photos:

  • Products Photos:
    • Detailed photos showing why products are believed to be decoded and the GTIN for each affected item.
    • A clear photo of all affected items placed together outside of the box. Where possible, ensure the full quantity of affected items is visible. A clear image of the barcode on one of the products effected.

  • Details:

    • Information about which GTINs are affected and how many items are involved.

4. Expired Goods

Definition:

Products have expired or do not meet the required shelf life per our terms.

Required Evidence:

Photos:

  • Products Photos:
    • Clear photos showing GTIN, expiration date, or barcode to confirm production date. The label should be in focus and not blurry.
    • A clear photo of all affected items placed together outside of the box. Where possible, ensure the full quantity of affected items is visible.
    • A clear photo of the barcode on one of the products affected.
  • Screenshot(s) confirming expiration information:
    • Provide a screenshot and the associated website URL that demonstrates the expiration information to help us validate the claim.

Details:

  • List of affected GTINs and quantities.

5. Tester Products

    Definition: Testers were received mistakenly in place of regular products.

    Required Evidence:

    Photos:
    • Products Photos:
      • A clear photo of all  affected items placed together outside of the box. Where possible, ensure the full quantity of affected items is visible.
      • A clear photo of the barcode on one of the products affected. The barcode number must be fully visible and readable.
      • Clear photos of the front and back of one of the products affected. Ensure the images are well-lit and the product details are visible.

    Details:

    • Specify affected GTINs and the number of tester products received.

    6. Unsuitable Ingredients

    Definition: Product contains an ingredient that is restricted in the buyer’s region.

    Required Evidence:

    Photos:

    • Products Photos: 
      • Photos showing GTIN, branding, and the ingredient list, highlighting the problematic ingredient. The barcode number must be fully visible and readable.
      • Clear photos of the front and back of one of the products affected. Ensure the images are well-lit and the product details are visible.

    Details:

    • Information about which GTINs are affected and the quantity.

    7. Other Claims


    Definition: Any claim not categorized above.

    Required Evidence:

    Details:

    • Reason for the claim.
    • List of affected GTINs and quantities.

    Photos:

    • Shipping label(s):
      • If applicable, a clear photo of each shipping label, with the tracking number clearly visible. The label should be in focus and not blurry.
    • Products photos:
      • Product photos that clearly demonstrate the problem.
    • Any other relevant photos of the problem you can provide, where applicable.