While we have refined our packaging standards over many years to ensure maximum protection, courier mishandling can occasionally occur. If your order has been damaged in transit, we will gladly send a free replacement to your customer.
Requirements for a Replacement
To help us process your request and file a claim with the courier, we require specific evidence. We cannot send a replacement without proof of damage. Before contacting us, please ensure you have requested the following from your customer:
Photos of the Item: Clear images showing the specific damage to the print, frame, or product.
Photos of the Packaging: Clear images of the outer shipping box or mailer, especially any visible dents, tears, or puncture marks.
How to Resolve the Issue
Once you have the necessary photos from your customer, do not send a manual email. Instead, use our streamlined reporting system:
Log in to your Papello dashboard.
Locate the order in your order history.
Scroll to the bottom of the order page and click "Report Problem."
Complete the form and upload the photos of the item and the packaging.
How do I report a problem with an order?
Important Notes
Assessment: All damage reports are assessed at our discretion. If the damage is confirmed as a result of transit or a production defect, a replacement will be added to our production queue.
Disposal: In most cases, there is no need for your customer to return the damaged item. Once the photos are submitted and the replacement is approved, the customer may dispose of the faulty item as they see fit.
Timeframe: Please report any damage within 14 days of the delivery date to ensure we can successfully process the claim with the courier.