Your long-awaited parcel has arrived, but the packaging is crushed, the item is broken, or there are signs of tampering. Here's what to do step by step to get compensation.
Step 1: Don't throw away the packaging
The packaging is your main evidence. Right at the post office or your door, photograph everything:
- The outer box/bag from all sides
- Signs of impact, cuts, or moisture
- Tape and labelling
- Contents before and after opening
- Serial number or item markings (if any)
Tip: Film a video from the moment you receive it — this is the strongest evidence for any claim.
Step 2: File a damage report
If the damage is obvious, ask the postal worker or courier to draw up a damage report right there. Make sure to get a copy — you'll need it for your claim.
- Don't sign the delivery receipt without noting the damage
- Write next to your signature: 'Received in damaged condition'
- Get a copy of the report — you'll need it for your claim
Step 3: Contact the seller
- Open a dispute on AliExpress (or contact the seller directly)
- Attach photos of the packaging, photos of the damaged item, and the damage report if you have one
- Select the reason: 'Item damaged' or 'Item not as described'
- Request a partial or full refund
- Wait for the seller's response (usually 3–5 days)
Is the carrier or seller responsible?
| Situation | Who is responsible | Where to go |
|---|---|---|
| Packaging was poor from the start | Seller | AliExpress dispute / seller |
| Clear signs of impact or crushing | Carrier | Carrier complaint + AliExpress dispute |
| Item doesn't match the description | Seller | AliExpress dispute |
| Parcel was opened at customs | Government | Customs authority + AliExpress dispute |
Claim deadlines
| Platform / service | Deadline |
|---|---|
| AliExpress (dispute) | Within buyer protection period (75–90 days) |
| Royal Mail / local post | Within 12 months |
| DHL / FedEx | 21 days from delivery date |
| UPS | 60 days |
Note: If you signed the delivery receipt without noting any issues — it becomes much harder to prove damage occurred during shipping. Always inspect the parcel BEFORE signing.