My VIP Box: What happens if something arrives broken?

We photograph and weigh each incoming shipment by default. If we notice any physical damage to the item or the package, we will take additional photos of the damaged area and mark the item as "Problem" to help you identify the issue.

Photos of individual items are only available for unpacked shipments. Unpacking preferences can be changed in "Menu" => "Settings". Please note, changing the setting only affects future shipments, it does not affect those packages that have already been received.

If the item was already broken on arrival to the warehouse, we are not responsible for the damages. You will need to contact the seller to arrange return or exchange. However, if the item was damaged at the warehouse after it was received, we will reimburse the cost of the item or order a replacement.