Our items are carefully packed before dispatch, but we understand that damage may still occur despite these precautions.
If the package you receive is damaged or shows signs of repackaging, and the products inside are damaged or missing, please contact the local shipping carrier immediately to file a complaint. At the same time, please contact our customer service and provide photos of the outer packaging, the invoice, photos of the received products, and product barcodes so that we can follow up and process your case promptly.
Throughout the entire process, STEPPERONLINE will stay in touch with you and actively arrange for replacements or refunds.
Please note that for packages shipped via DHL Paket, follow the steps below to file a claim:
- Download the damage claim form and fill it out completely.
- Print the completed form, sign it, and submit it at a post office together with the damaged item (including all parts of the shipment).
- After the damage has been assessed at the responsible parcel center, you will receive the inspection result and your returned shipment approximately 14 days after the complaint is received at the post office.
Click here to access the damage claim form.
Note: Any damage or loss must be reported by submitting the completed damage claim form to a post office within 7 days of delivery.