What to Do If Your Order Arrives Damaged

We carefully pack every Alumproject order for international shipping, but sometimes damage can happen during delivery.

If your order arrives damaged, please do not worry. The most important thing is to document the issue clearly and contact us as soon as possible.

Alumproject’s shipping policy says that damaged shipments should be reported within 30 days of the tracking status “Delivered”, and that an unboxing video and photos are required for lost or damaged shipment claims. 

1. Inspect the package before opening

When the parcel arrives, check the outside of the box first.

Look for:

• dents;

• holes;

• crushed corners;

• torn cardboard;

• wet areas;

• opened or re-taped parts;

• signs that the package was dropped.

If the outer package looks damaged, take photos before opening it.

2. Record an unboxing video

Before you open the package, start recording a video.

The video should show:

• the full package before opening;

• the shipping label, if possible;

• all damaged areas of the box;

• the unpacking process;

• the product inside;

• any visible damage to the furniture.

Try to record everything in one continuous video. This helps us understand whether the damage happened during shipping.

An unboxing video is especially important because Alumproject’s shipping policy lists it as required for lost or damaged shipment cases. 

3. Take clear photos

After recording the video, take several clear photos.

Please photograph:

Use natural light if possible. Make sure the photos are sharp and not blurry.

4. Do not throw away the packaging

Please keep the original packaging until the issue is resolved.

This includes:

• the outer box;

• protective materials;

• inserts;

• labels;

• wrapping;

• any damaged packaging parts.

The packaging may be needed to review the delivery issue or confirm a claim with the shipping carrier.

5. Contact Alumproject immediately

If the item is damaged, defective, or incorrect, contact us as soon as possible.

Alumproject’s refund policy asks customers to inspect the order upon reception and contact the team immediately if the item is defective, damaged, or wrong, so the issue can be evaluated and made right. 

Please send your message to Alumproject support with:

• your order number;

• your full name;

• delivery country;

• tracking number;

• photos of the package;

• photos of the damaged item;

• unboxing video;

• short explanation of the issue.

You can contact Alumproject by email or WhatsApp. The contact page lists info@alumproject.com and WhatsApp support during business hours. 

6. Explain the issue clearly

Your message does not need to be long. It just needs to be clear.

You can write:

Subject: Damaged order — [your order number]

Message:
Hello Alumproject team,
My order arrived damaged. I attached photos of the package, photos of the damaged area, and an unboxing video.
Order number:
Tracking number:
Delivery country:
Please review the issue and let me know the next steps.
Thank you.

7. Wait for review

After receiving your message, we will review the photos, video, order details, and shipping information.

Depending on the situation, we may ask for additional photos or details. Please do not return the item before receiving instructions from Alumproject.

The refund policy states that items sent back without first requesting a return will not be accepted. 

8. What solutions are possible?

The final solution depends on the situation and the condition of the item.

Possible solutions may include:

• replacement;

• refund;

• return instructions;

• repair guidance, if appropriate;

• another agreed solution.

Alumproject’s shipping policy states that proven lost or damaged items may be eligible for a full refund or replacement. 

The payment policy also lists buyer protection for damaged or wrong items through PayPal and Stripe/Shopify. 

9. What if only the box is damaged?

Sometimes the box may look damaged, but the product inside is fine.

In this case:

1. Take photos of the damaged box.

2. Open the package carefully.

3. Inspect the item.

4. Keep the packaging for a few days.

5. Contact us only if the product itself is damaged or something is missing.

It is still useful to keep photos in case a hidden issue appears later.

10. What if the wrong item arrived?

If you received the wrong product, finish, size, or quantity, contact Alumproject immediately.

Send:

• your order number;

• photos of the item you received;

• photos of the label or packaging;

• a short explanation of what is incorrect.

The refund policy covers cases where the customer receives the wrong item and asks customers to contact the team immediately after inspection. 

Quick checklist

If your order arrives damaged, please do this:

• inspect the package before opening;

• take photos of the outer box;

• record an unboxing video;

• take photos of the damaged product;

• keep all packaging;

• contact Alumproject immediately;

• include your order number and tracking number;

• wait for instructions before returning anything.

Final advice

The faster you document the issue, the easier it is to solve.

Please take clear photos, record the unboxing video, keep the packaging, and contact Alumproject with your order details. We will review the case and help you with the next steps.