Please contact our Customers Service in any case of the order being damaged when you receive your package.

Steps:

Shipping Damages:

1. If the carrier delivers the package and there are visible damages to the external packaging please refuse the package. Make sure to take pictures of the damages before UPS return the package.
2. Then notify our customer support straight away so we can start the process of replacing the products in your order. 
3. Customer Support Channel: https://citoforma.zendesk.com/hc/en-gb/requests/new 
4. Customer Support will provide further assistance to solve any issues. We usually send a response within 24 hours during business hours.

Defect on arrival:

1. If there are no visible damages to your package so you accept the package from UPS  but on further inspection of the products you find there to be a defect, please notify our customer support.
2. It is essential that you do not dispose of the packaging and the contents inside before returning your order to us. Please provide video recordings and pictures of (a) the package exterior, (b) the unboxing process, (c) the items inside the package and sufficient information for us to assist in handling Defect On Arrival cases.
3. Customer Support Channel: https://citoforma.zendesk.com/hc/en-gb/requests/new 
4. Customer Support will provide further assistance to solve any issues. We usually send a response within 24 hours during business hours.