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A Damaged order?
It can happen!

In case of a damaged order, please do not worry! We ship all orders insured!

All you have to do is file a damage report within two business days after delivery.

Please read this page carefully! Because the insurance company will reject any claim that is invalid or filed too late.

Broken Mirror
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Important!

A damaged order claim must be filed with us within two business days, calculated from the moment of delivery.

Any claim that is filed too late or is filed with incomplete or invalid documentation will be rejected by our insurance company.

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Please consider

  1. We do not deliver your mirror ourselves.
  2. A mirror is a highly breakable (glass) product.
  3. For delivery, we have to rely on the care of a third party.
  4. Despite our good care and excellent packaging, an average of 1 out of every 350 orders arrives damaged!
  5. Although there is only a 0.28% chance to receive a damaged order, it is always possible that you are number 350.
  6. If you are number 350, we fully understand the disappointment and will do anything within our power to help you!
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Always accept delivery!

in the event that you see visual damage on the outside of our packaging or you hear the broken mirror glass inside the package, ALWAYS accept delivery!
Do not reject it with a return to sender!
Because returning it to us will cause a six to thirteen weeks extra delay before we can handle your claim!
Laser Engraved Mirror

Questions? Call us!

+44-162-229-2365

Mon-Fri 10:00 – 20:00
Saturday 10:00 – 15:00
Insurance claim instructions
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Step 1:
Prepair your claim

To prove that we packed and shipped your mirror according to the guidelines given to us by the insurance company, we need the following pictures:
  1. Take a picture of the top-lit of the package, showing "Fragile - Breekbaar" warning tape.
  2. Take a close picture of the barcode/address label, located on the top-lit of the package. Barcode and address must be readable in the picture.
  3. If there is any visual damage on the outside of the package, take a detailed picture of it.
  4. Open the package by taking off the top-lit carefully and take pictures of the broken mirror while still in the package's bottom part.
  5. Download the your order confirmation and Invoice PDF's. Both send to you by email on the day you placed your order with us.
Important: You have to keep the broken mirror and its packaging for at least six weeks in your possession because it might be collected for inspection by our shipper.
If the package is not collected within six weeks, you may throw it away.
However, please be aware that you will be charged for the total order amount if they come to collect it and the package and the content (mirror) are not there.
So please keep the package, reseal it as we sent it, so you can safely return it if the shipper comes to collect it.
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Step 2:
File your claim

To file your claim properly, follow these instructions below:
  1. Compose a new email to:
    info@mirror-engraving.co.uk
  2. As a subject, enter "Damaged order".
In the body text, enter the following details:
  1. Your Mirror Engraving order and invoice number (see both PDF's).
  2. Your name, full address (including zip code) given as "Billing Address" on your order.
  3. Name and full address (including zip code) given as "Shipping Address" on your order (if applied).
  4. Phone or cell number where you can be reached during office hours.
  5. The barcode number of the package (shown under the barcode address label of your package).
  6. Attach all pictures (taken under step 1), and finally, both PDF's (Order + Invoide)
As soon as we receive your damaged order claim, we will file your claim with our insurance. Usually, we receive confirmation and approval for replacement within five business days.
However, the shipper may opt for a claim investigation that can take up to six weeks maximum. In the unlikely event that that happens, we are bound to wait for the investigation to be fully completed.