What should I do if the parcel is damaged in transit?

If your package arrived damaged, it's important to report this as soon as possible. We have a maximum of 3 days after delivery to file a claim with the carrier — after that, this right expires and we can no longer do anything for you.

Report the damage immediately via support@whoppah.com and include the following:

• Photos of the outer packaging (including the shipping label)
• Photos of the inner packaging
• Photos of the damaged item
• A brief description of the damage

As a buyer, you must dispute the order within 48 hours after receiving it via the button in the Whoppah chat. If you do not dispute in time and the payout has already been automatically released to the seller, you are no longer eligible for a refund.

If the seller wants to have the item sent back, they are responsible for paying the return costs.

What happens next?
Whoppah files a claim with the carrier on your behalf. The carrier then assesses whether the damage occurred during transport.

Note for sellers: as the seller, you are responsible for properly packaging your item. If the carrier determines that the damage resulted from insufficient packaging, the claim will be rejected. In that case, the buyer is entitled to a refund (minus buyer protection and service fees), and you will not receive a payout.

What do I receive if a claim is approved?

For buyers: if a claim is approved, you are always entitled to a full refund of the purchase amount minus buyer protection and service fees.

For sellers: you receive compensation from the carrier. The amount of this compensation is determined by the carrier and is not equal to the sale price of your item. Each carrier applies its own compensation rates, which are usually based on the weight of the package or a maximum insured amount. This means the compensation may be lower than the sale price of your item. We are unable to offer any additional compensation beyond what the carrier reimburses.

Fragile materials: glass, ceramics and similar
Items made of fragile materials such as glass and ceramics are excluded from the carriers' service coverage. Claims for damage to these types of materials are automatically rejected, regardless of how well the package was packed.

Are you still selling an item with fragile components? Then it is your responsibility as the seller to pack it with the utmost care. Please pay attention to the following:

• Wrap each fragile component separately in sufficient protective material (such as bubble wrap)
• Make sure there is no room for movement inside the box — fill empty spaces with padding material
• Use a sturdy box that can support the weight and contents

Damage to fragile materials falls outside the claims policy. The seller is and remains responsible for proper packaging.