What if my order is damaged or incomplete upon pickup?

It is, of course, very frustrating if you pick up your package and discover that something is wrong. Since you receive the package at a pickup point, there are a few important steps you can take immediately to resolve this with us.

1. Inspect the package on the spot

Before you sign for receipt at the parcelshop, it is wise to check the outside of the box.

• Visible damage: Is the box badly dented, torn open, or wet? Then take a photo immediately while the pickup point staff is present.
• Refuse in case of severe damage: If it is obvious that the contents cannot be intact due to the damaged packaging, you may refuse the package. It will then be returned directly to Celtic WebMerchant and we can start a claim with the delivery service. Be sure to take a photo first so you can contact us about the situation on the same day.

2. Take photos of the packaging and the product

Have you already taken the package home and discovered the damage there? Then do the following:

• Keep everything: Do not throw away the box and the packing material (such as bubble wrap or paper) yet.
• Take photos: Take clear photos of:
  1. The outside of the box (including the shipping label).
  2. The inside of the box with the packing material.
  3. The damage to the product itself.

3. Report it to us within 48 hours

To assist you as best as possible, we ask you to report damages or incomplete deliveries to us as soon as possible (preferably within 48 hours).

• Send an email to our customer service with your order number and the photos.
• We will then immediately check if we can send a replacement product or offer another suitable solution.

Our promise: We ensure that all our products are packed securely, but something can always go wrong during transport. Don't worry, we won't leave you with a damaged product and will always resolve it properly for you!