How about damage to the packaging or other tape?

It may happen that a package no longer has the original tape from Celtic WebMerchant upon arrival, or that the box looks damaged. Here is an overview of what this can mean and what you should do in that case.

Why is there different tape on my package?

If you see that the box is sealed with tape from the delivery service or with official customs tape, then the package was opened during transit.

• Customs inspection: For international shipments (especially with swords and weapons with HS code 93070000), customs regularly open packages for inspection. They then reseal the box with their own tape. This is a normal procedure and does not mean there is anything wrong with your product.
• Repair by the carrier: If a box is damaged or torn open during transport, the delivery service is obliged to immediately repair it with their own tape to prevent loss of contents.

What should I do with damaged packaging?

As soon as you receive the package or pick it up at a collection point, we recommend you do the following:

1. Check immediately: Open the box as soon as possible.
2. Product inspection: Check if the product itself is undamaged. Because we pack securely and use a lot of filler material, the contents are often still in perfect condition, even if the outside of the box has been dented.
3. No issues? If the product is undamaged, you don't need to do anything further. You can then simply enjoy your purchase.

What if the product is damaged or a product is missing?

Is the content unfortunately also affected? Then follow these steps for a smooth resolution:

• Take photos: Capture the damaged box, the filler material, and the damaged item with your phone. Also take a photo of the tape (especially if it is 'repair tape' from the carrier). Report if a product is missing. Tip: check your tracking to see if multiple packages are on the way.
• Report immediately: Contact Celtic WebMerchant customer service within 48 hours. Send the photos and your order number.

Keep the packaging: Do not throw away the box and filler material until the damage claim is processed, as the carrier may sometimes ask for it for their investigation.