Orden de pista

Whether you have chosen the “insured delivery” option or not, a full unpacking video is mandatory for any claim related to missing, damaged, or incorrect items.

The video must include:

• The sealed package shown clearly from all sides before opening, proving that it has not been opened or tampered with previously.
• The complete unpacking process recorded continuously, without any cuts, pauses, edits, or interruptions.
• All contents of the parcel shown clearly on camera immediately after opening.

Please note:

• Claims submitted without a proper unpacking video will not be approved.
• If the video shows any inconsistencies, missing parts, unclear footage, interruptions, or signs of manipulation, we reserve the right to reject the reshipment or compensation request.
• The unpacking video is required to protect both sides and ensure a fair review process.

In case of missing, damaged, or incorrect items, please upload the video to a private sharing platform like https://streamable.com/ and send us the video link by email or ticket as soon as possible.

Please note that we accept claims for missing, incorrect, or damaged deliveries within 15 days of receipt. After this period, no claim will be considered.

We appreciate your cooperation and understanding.