My item is damaged, what should I do?

Whoppah works with various logistics parties that carefully transport the items from A to B. Is there transport damage and was the item not delivered by Brenger or by post? Then make sure you report it within 48 hours via our damage form . If you report the damage after 48 hours, we cannot process the claim. Indicate in the Whoppah Chat that something is wrong with the item so that the payment to the seller is paused.

Delivery with Brenger

If your item was delivered with Brenger, please contact Brenger directly. They have the same policy that damage claims are processed within 48 hours. Indicate in the Whoppah Chat that something is wrong with the item so that the payment to the seller is paused. 

Delivery by post

To generate shipping labels for parcel post, we work together with Sendcloud. If the parcel is lost or damaged during transport, they can file a claim with the relevant shipping company. In this case, we can submit a claim once we receive the following information:

• 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

For any damage, the compensation and insurance conditions of the relevant parcel service apply. Below are the general terms and conditions, along with an indication of compensation in case of loss or damage:

• PostNL ( General terms and conditions ) - PostNL reimburses on the basis of AVC/CMR. Domestic: approximately €3.40 per kg. International transport = SDR 8.33
• GLS DE ( General terms and conditions ) - Deductible of €50 of the purchase value. Up to €500 for lost or damaged parcels.
• DPD ( General terms and conditions ) - Up to €520 for lost or damaged parcels
• DHL ServicePoint/DHL Home Delivery ( General terms and conditions ) - DHL ServicePoint/DHL Home Delivery reimburses on the basis of AVC/CMR. Domestic: approximately €3.40 per kg. International transport = SDR 8.33
• UPS Access Point ( Terms & conditions ) - Up to €85 for lost or damaged packages.

Please note that you must provide us with these details within 3 days, so the claim can be filed within the deadline set by the shipping companies. Let us know in Whoppah Chat that something's wrong with the item, so the payout to the seller is paused.