The box is damaged – the contents too?
For the optimal shipping of our items, we tried many different cartons. In collaboration with our carton supplier, we finally designed a particularly sturdy and sustainable shipping carton that consists of at least 85 % recycled material.
Should the sturdy cardboard box still be damaged on the way to you, this is very annoying. In this case, please document the condition of the packaging immediately upon receipt of the delivery before opening the package. Photos are good, a short video is even better.
If the damage to the box is so extensive that it can be assumed that the contents of the shipment are also damaged, we recommend that you refuse to accept the shipment. Please document the damage, if possible, by photo or video and contact us via email to shop@kildwick.com.
We can then immediately prepare and send a replacement shipment so that you can receive your goods as soon as possible.
If you (or perhaps a neighbor) accepted the delivery despite damage to the shipping box, please check the product first. Most of the time, only the carton has been damaged and your ordered item has remained intact.
However, if the product has optical or/and technical faults, please contact our support team immediately: shop@kildwick.com.