I received a damaged product or box

If you believe that a product included in your box (or a single product that you ordered in the Goodieshop) arrived defective in some way, you should reach out to us immediately after realizing it so we can assess your particular situation and take actions accordingly.

Please note that we do not offer replacements for products that have minor damages to the outer box and/or any cosmetic damages, which do not affect the efficiency of the product itself.

Your complaint regarding a potential defect must be lodged no later than two weeks from the day you received your order (unless you can reasonably justify why you did not discover the damage beforehand).

How to make a valid complaint?

• Please send us a request through our chatbot
• You will be asked to fill out a form and to describe the problem/defect 
• Attach at least 1 photo of the defective item(s). 

Then we can assess both the problem and the general condition of the item. If we believe that your complaint is justified we will send you a replacement product; e.g. either the same product or an equivalent in case it is no longer available (in line with our Terms and Conditions section 11). Please do not throw away the damaged item before the claim is settled.

And please do not return any items without our instructions - we will not refund any shipping fees if you do so. Kindly note that damage to the product as a result of your mishandling shall not be Goodiebox’ responsibility and will not lead to any replacement.

Finally, we kindly ask you not to send additional communications in relation to your complaint; we will reply in a timely manner, either to confirm the replacement of the damaged item, to ask for more details, or to explain our decision to reject your complaint. Thank you 🙏