Shipment support
A problem with your shipment?
We are here to help you record the incident properly and take the necessary steps without delay.
Let us know immediately
If you find damage, tampering or missing contents, let us know in writing as soon as possible and, as a rule, within 24 hours of delivery or of discovering the problem.
Do not throw away the packaging.
Keep the box, all the inner protective materials, the shipping label and the contents until the necessary inspection has been completed.
What to do now
- 01
Take photos
Photograph the outer packaging, the shipping label, the inner protective materials and the damage.
- 02
Keep the packaging
Do not throw away the box or any packaging material, and keep the contents available for a possible inspection.
- 03
Do not repair or discard
Do not repair or discard the damaged item before receiving instructions, unless immediate action is needed to prevent further damage.
- 04
Contact DASH
Send us your report in writing as soon as possible, together with the available evidence.
What we will need
The more complete the information, the more effectively we can investigate the incident with the carrier.
- Order or tracking number
- A short description of the incident
- Photos of the outer packaging
- Photo of the shipping label
- Photos of the inner packaging
- Photos of the damage
- Proof of purchase / invoice or other proof of value
- Any additional information requested during the investigation
What happens next?
- Step 1
We review your report
- Step 2
We contact the carrier
- Step 3
We keep you updated on progress
DASH organises the investigation and, where the conditions are met, handles the claim with the partner carrier.
Submitting a report or claim does not constitute an automatic admission of liability or a guarantee of compensation.
Good to know
Declared value
The declared value of the contents is not, in itself, an insured value.
Packaging
Inadequate or unsuitable packaging may affect the assessment of a claim.
Delivery times
Stated transit times are estimates, unless explicitly stated otherwise for a specific service.
Need help with a shipment?
Send us the shipment details and a short description of the problem. The DASH team will guide you through the next steps.
Full Terms & Conditions