In the unlikely case that you have received a damaged package from Apcor, please follow the instructions mentioned below. We, of course, want to reimburse you for any damage, but since we are only a very small company and we don’t have all the (tax and postage) advantages companies like Amazon have, nor the means or the possibilities to immediately send you a replacement without any further ado. Be assured we’re doing all we can to pack your items as solidly as possible, but also understand that quite often postal parcels are being mistreated in ways no one can comprehend, so don’t blame such incidents on us and please work with us to reach a solution that is satisfactory for you and for us.
For European customers
- Please contact us at administratie@apcor.net ASAP to report the damage.
- Send us photos showing:
- the outside of the packaging with the damage clearly visible
- the shipping label with clearly legible address and barcode
- the opened shipment where the full padding and content are visible
- the damaged content
For US / UK customers
- Please contact us at administratie@apcor.net ASAP to report the damage.
- Send us photos showing:
- the outside of the packaging with the damage clearly visible
- the shipping label with clearly legible address and barcode
- the opened shipment where the full padding and content are visible
- the damaged content
- Add a signed the cn-24 form (damage report)
- Please download the cn-24 form and visit your local post office together with your ordered product including the packaging.
- Please be aware that the cn-24 form is sent to us no later than 6 days after you reported us the damage.
After we have receive your email with the requested material, we will contact PostNL to file a damage claim. PostNL will start an investigation which will take approx. 6-8 weeks.
If we do not receive either of these photos or form, we will not be reimbursed by PostNL (and even if we will, it will be a fraction of the sales value) and we, as a small company, simply can not afford a lot of such mishaps.
In the meantime, we kindly request you to keep the packaging (and padding materials) until the investigation by PostNL has been completed. We will closely monitor the damage file and if there is any news to share we will inform.