What to Do If Your Order Arrives Damaged

We know it’s disappointing to receive a damaged item. The good news is that most damage issues can be resolved quickly once they’re reported correctly.

This guide explains what to do immediately, who to contact, and how to get a replacement or refund.

Step 1: Inspect the Item as Soon as It Arrives #

As soon as your order arrives:

• Open the package carefully
• Check the item for visible damage
• Inspect the packaging for dents, tears, or leaks

📦 It’s best to check items on the same day they are delivered.

Step 2: Do Not Use the Damaged Item #

If the item is damaged:

• Do not use it
• Do not throw away the packaging
• Keep all accessories, labels, and receipts

⚠️ Using the item may affect your eligibility for a replacement or refund.

Step 3: Take Clear Photos of the Damage #

Photos help sellers verify the issue quickly.

Take pictures of:

• The damaged item
• The inside and outside of the package
• Any visible shipping labels

📸 Clear photos speed up the resolution process.

Step 4: Check Your Order Details #

Before contacting the seller:

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Click View on the affected order

Step 5: Contact the Seller Immediately #

Kingston Express is a multivendor marketplace, so the seller handles damaged-item issues directly.

How to contact the seller: #

1. Open your order page
2. Scroll to the Seller / Store information
3. Click Contact Seller
4. Explain the issue clearly
5. Include your order number
6. Attach photos if possible

📝 Example message:

“Hello, my order #12345 arrived damaged. I’ve attached photos. Please advise on the next steps. Thank you.”

Step 6: Follow the Seller’s Instructions #

Depending on the situation, the seller may:

• Offer a replacement
• Issue a refund
• Ask you to return the item
• Provide special handling instructions

⏳ Resolution time may vary based on item type and delivery method.

When to Contact Kingston Express Support #

Contact support if:

• The seller does not respond
• The issue is not resolved after communication
• There is a dispute about damage responsibility

📌 Always include your order number, photos, and message history.

Helpful Tips #

• Report damage as soon as possible
• Keep all packaging until the issue is resolved
• Be polite and clear in your messages
• Save emails and photos for reference

Final Note #

Most damaged-item cases are resolved quickly when reported early and clearly. We’re here to help make sure you receive what you paid for 💙