How to Report a Damaged OrderUpdated a year ago

Introduction:

At Filtrum Home, we understand that receiving a damaged order can be frustrating. We want to ensure that we resolve the issue promptly and provide you with the best possible solution. To initiate the process, we kindly request your cooperation in providing specific information and documentation.

Required Information and Documentation:

To assist you effectively, we require the following information and documentation:

• Photos of the damaged item(s): Please provide clear photos that clearly show the extent of the damage. This helps us assess the situation accurately.
• Photo of the shipping label: Include a photo of the shipping label attached to the box/package. This information is vital for processing the claim.

Submitting the Information:

To submit the required information and documentation, please follow these steps:

• Email: Attach the requested files to your response and email them to [customer service email address]. Include your order number and relevant contact information in the email.
• Online Form: Alternatively, if provided, you may upload the photos and submit the necessary details through the designated form on our website. Make sure to complete all required fields.

Processing Time:

Once we receive the required information, we will initiate the claim process within 24-48 hours. Our team will work diligently to seek resolution with the appropriate carrier or insurance provider.

Refund or Replacement:

The resolution of your damaged order may result in either a refund or a replacement, depending on the specific circumstances. Here's what you can expect:

• Refund: If you prefer a refund, our customer service team will process it promptly. Please allow [timeframe] for the refund to be reflected in your original payment method.
• Replacement: Alternatively, if you wish to receive a replacement for the damaged item(s), we will initiate a new shipment. You can expect the replacement to be delivered within [estimated timeframe]. We will provide you with the tracking details as soon as they are available.

Communication and Follow-up:

We understand the importance of keeping you informed throughout the process. Our customer service representatives will provide regular updates on the progress of your claim and resolution. If you have any questions or need further assistance, please don't hesitate to contact us. We are here to help.

Conclusion:

At Filtrum Home, we strive to provide a seamless and positive shopping experience for our customers. If you receive a damaged order, please follow the steps outlined in this article to report the issue. Your cooperation in providing the necessary information and documentation is greatly appreciated, as it helps us resolve the matter efficiently. We are committed to addressing your concerns and ensuring your satisfaction.

Note: This knowledge article can be published on the Filtrum Home website's customer support or FAQs section to provide clear instructions and guidelines for customers regarding damaged orders.