The item arrived damaged.

Here’s a handy guide on what to do if you find yourself in this unfortunate situation.

Updated over a week ago

We’re sorry to hear that, so here are a couple of steps you can take.

1. File a report with the carrier

If you spot any damages to your package, it’s important to let the carrier company know as soon as possible. They are the ones responsible for handling the shipping process, so they should be able to assist you. You can do a report directly with the Swiss Post here, and file for a shipping cost refund. If you have chosen another carrier, simply head over their website and look for “damage report” or “damage claim”.

2. Request a return

If the item is still in usable condition despite the damage, but you’re not satisfied with its condition, you can send it back to the seller. Click on something’s wrong > initiate return to start the process. We understand that it’s not your fault, so we’ll be happy to reimburse you the item price. However, please note that you’ll still be charged for the shipping costs, since those are external to marko.

Remember, accidents can happen during shipping, but we’re here to support you along the way. Just reach out to us if you have any questions or need further assistance.

Is there anything else I should know?

Absolutely! Here are a couple of points to keep in mind:

  • Document the damage. It’s always a good idea to take photos or videos of the damaged item upon arrival. This can serve as evidence during the investigation with the shipping carrier.

  • Contact the seller. Reach out to let them know about what’s going on and how you can work together to resolve the issue and provide them with necessary information.

Can marko file the complaint on my behalf?

As much as we’d love to help you out with every step of the process, we’re a peer-to-peer platform, and that means we’re not directly involved in the shipping. Hence, we can’t file a report on your name.

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