Procedure in the event of a claim

What to do if your parcel and product arrive damaged?

All our packaging has been checked by the post office in Berne and found to be good and adequately protected. Unfortunately, there are still a very small number of consignments that arrive damaged at the customer's address due to the postal service. We apologise if customers receive parcels with damaged contents.

If a claim has occurred, the following procedure must be followed.

A) What to do if a consignment arrives damaged?

According to Swiss Post, every recipient has within 8 days The customer has the right or obligation to report any damage to the post office responsible for him/her.

1. consignments with the Post transport service

Large-format consignments that have been delivered by the Post Transport Service and have been damaged must be processed by us.

Please contact us within 5 days after receipt of the consignment by e-mail to info@printolino.ch

2. all other consignments (standard shipping and parcel post)

Two procedures are available to you here:

2.1 Option 1: Fill out the Swiss Post claims form

Fill out the claim form under the following link:

https://customer-service.post.ch/public/e/l/schadenfall?lang=de&shortcut=schadenfall-de

• For this you need the 18-digit consignment number (on the red document envelope or in the dispatch confirmation email from us).

• Please load at least 4 pictures high, on which the damage to the goods and the packaging is clearly recognisable.

• Remove the Value of goods the invoice sent by e-mail. The prices include VAT and may be stated as such.

2.2 Option 2: Reporting damage to your post office

If the online form does not work or is not possible, you can return the damaged consignment directly to your responsible post office to show.
You can find your local branch at: https://places.post.ch/?lang=de

Please take the following with you:

• The entire Programme content (photos may be sufficient for very large bulky items, but please clarify this with the post office in advance)

• The Packaging incl. franking and 18-digit consignment number (on the red envelope with the delivery note or the dispatch confirmation email)

• All existing Shipping documents (invoice, delivery note etc.)

As a rule, Swiss Post issues a Damage report and at the same time the claim for compensation is checked. If Swiss Post accepts the claimed consignment as a case of damage, we will receive the damage report together with a cost credit note. As soon as we have received the damage report and the confirmation of costs, we can begin with the production of the replacement delivery.

3. inform us of the damage

After creating your order online or visiting your local post office, give us a call or send us an e-mail at info@printolino.ch and inform us of the damage together with a screenshot or photo of the damage report from the post office.

B) Is the damage already recognisable when the parcel is handed over?

If you notice the damage at the time of delivery, you can refuse to accept the goods and write a note on the consignment. However, this is only possible in the case of personal delivery by a postman.

C) Damage with customised delivery

(Deposit, delivery to neighbour or floor delivery)

If you have controlled your delivery by means of a service offered, such as deposit, delivery to a neighbour or delivery to a floor, Swiss Post and Printolino reserve the right to withdraw from your contract and refuse liability for the damaged parcel.