Damaged parcels
What to do if your item arrives damaged.
Updated 06/11/2026
Keep the box and packing materials until we have resolved your case. We need them to make a claim with the carrier.
- 1
Take photos
Photograph the outside of the parcel, the shipping label, the inside packaging and the damaged item, both whole and close up.
- 2
Contact us
Email business@en-so.asia with your order number and the photos, as soon as you can and preferably within 7 days of delivery.
- 3
Wait for our reply
We reply and, if needed, tell you how to send the item back. We pay the return shipping and refund the item price and the original shipping.
Was this article helpful?