What is the protocol for damaged items?

It is the your responsibility to ensure you package the items properly and securely to avoid any damages from occuring in transit to the customer due to improper packaging. 

However if this does occur and your customer reports that their order was damaged you must request pictures from your customer.  If the pictures show that the external package is damaged then a claim will be raised with the courier.  Otherwise, if the pictures show that the package is in tack but the contents inside the package are damaged then the claim will be raised with you.  

Please use the messaging dasboard to reach an agreement with the customer on how to move forward with the damage.  Once this is decided please inform our customer support team on Live Chat of the outcome.