What if my order is damaged ?

What If My Order Is Damaged?

If your order arrives damaged, please follow these steps:

1. Contact Us Immediately: Reach out to our customer service within 24 hours of receiving your order. You can email us at support@heimweestore.com or call/WhatsApp us at +6019-6513142. Claims made after 24 hours will be considered as not immediately damaged upon receipt and will not be processed.
2. Provide Details: Please provide your order number and a description of the damage. Attach photos of the damaged item and packaging to assist us in processing your claim.
3. Return Instructions: We will provide you with instructions on how to return the damaged item and arrange for a replacement.
4. Keep the Packaging: Please retain all packaging materials, as they may be needed for inspection or return. If not kept, we will not be responsible.

Thank you for your understanding, and we will do our best to resolve the issue promptly.

如果我的订单损坏了怎么办？

如果您的订单到达时损坏，请按照以下步骤操作：

1. 立即联系我们：在收到订单后的24小时内联系客户服务。您可以通过电子邮件support@heimweestore.com 或拨打/Whatsapp : 6019-6513142与我们联系。超过24小时将视为并非收到货即刻损坏，将不受理。
2. 提供详细信息：请提供您的订单号和损坏情况的描述,请附上损坏商品和包装的照片，以帮助我们处理。
3. 退货说明：我们将为您提供如何退回损坏商品的说明，并安排替换。
4. 保留包装：请保留所有包装材料，因为可能需要进行检查或退货时使用。如否，本司将不负责。

感谢您的理解，我们会尽快帮助您解决问题