Parcel arrived damaged

Has your order arrived damaged? We're sorry to hear that. Don't worry, we're happy to help. Follow the steps below to report the damage easily. We will then deal with it through our insurance.

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Step-by-step guide if your order is damaged during delivery

1. Fill in the damage form:
   
   ➤ Click here to fill in and digitally sign the damage form
   

2. Send an email with clear photos of the damage:
   Photos we need:

   • The damage to the product
   • The outside of the parcel (including the shipping label)
   • The inner packaging, if applicable

   Send them to: webshop@vespuccinederland.nl

3. We report the damage to the insurer:
   Your report is processed on working days and passed on to our insurer. The assessment takes 1 to 2 weeks on average.

4. Receive a solution by email:
   We will contact you as soon as the insurer has proposed a solution. This may be a (partial) refund or a new product, depending on how serious the damage is.

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Frequently asked questions

What if the damage happened after I received the product or after use?

Did the damage happen after delivery? You can then request a repair or make a warranty claim via this warranty page.

Can I simply send the damaged product back?

Please hold off on this for now. In most cases your report and photos are enough for us. Returning the product is sometimes not necessary.

When will I get a reply?

We usually confirm your report within 1 working day. The insurer responds within 1 to 2 weeks. After that, we will send you an email with the outcome.

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Questions or unsure about anything?

Do you still have questions after filling in the form or emailing your photos?
Feel free to ask us via WhatsApp: Click here to WhatsApp us.
A member of our team will try to reply within one working day.