My Order is Damaged / Missing / Wrong / Defective
Last updated: July 21, 2026
What do I do if my order has damaged / missing / defective / wrong products?
You have 6 calendar days after the reception date to make a claim via your Retailer personal space. After this deadline, the reception of your order will be automatically validated, and we will not be able to process further requests.
This means that the final invoice will be issued and it will no longer be possible to modify it, and therefore, to proceed with a cancellation or a refund.
In this case, we invite you to contact the brand directly through our messenger tool and find a solution with them.
Why are some claims routed directly to brands and others to Ankorstore Customer Service?
Claims are directed based on their type:
Missing, wrong, or defective products: These are addressed directly to the brand as they originate before shipping.
Damaged items:
Orders shipped by the brand’s carrier are handled by the brand.
Orders shipped by Ankorstore’s partner carriers or through the Ankorlogistics Fulfillment Center are managed by Ankorstore’s customer service.
How to raise a claim?
If you receive your order with damage, missing, wrong, defective products, we invite you to report it from your Ankorstore account, via the "Orders" tab.
Step 1: Log in to your Retailer Ankorstore account.
Step 2: Navigate to your "Orders" tab
Step 3: Select the specific order to report.
Step 4: You will be able to report a problem by clicking on the mention "Report an issue" and choose the type of issue you are facing (missing, defective, damaged, wrong products).
Step 5: Complete the form, providing detailed information and required pictures for damaged, defective, or missing items.
An order can be either delivered with parcels (boxes) or on a pallet (multiple boxes on a pallet).
5.A Requirements for orders shipped in a parcel:
Photos required for defective & damaged order (compulsory):
Photo of the exterior of the parcel
Photo of the inside of the parcel
5.B Requirements for orders shipped on a pallet:
Photos required for defective & damaged order (compulsory):
A photo of the damage on the pallet
A photo of the inside of the box
A photo of the label on the pallet
A clear & valid reserve (compulsory)
A clear description of what was broken on the delivery note is mandatory, it’s called a “reserve”.
You must indicate at the time of delivery with the driver, exactly which product (name and quantity) is damaged or missing on the delivery note of the driver.
Examples of acceptable reserves:
Package ref. 1a2b3c — 10 bottles of orange juice broken
2 full boxes x12 of beers “cherry flavour” 330ml
Examples of reserves that will NOT be accepted:
"Damaged package"
"Subject to unpacking"
“Under reserve”
Please note that claims & photos that do not follow our guidelines (i.e. incomplete) will result in automatic rejection of your reimbursement request.
Depending on the type of problem, the claim will be sent to the brand or directly to our customer service, as mentioned above, who will get back to you as soon as possible to find a suitable solution (return the items, credit, refund).
Important: Provide us with any other relevant pictures that might help us better understand the situation. It will help us assess the responsibility of the carrier, and process your claim more effectively.
Reminder: If the receipt of your order has already been validated (status: "Order completed") the 6-day claim period has passed and we can no longer modify the order on our side. In that case, we invite you to find a solution directly with the brand by using our messenger tool.
FAQ
What if I made a mistake on my claim?
If you declared an issue by mistake, then no worries, you can close the claim directly on the order page.
If you made a mistake when raising the claim, then it depends on whom is handling the claim. If it is the brand, then you can simply message the brand directly to arrange the situation. If it is Ankorstore Customer Service, do not hesitate to reach us either via our chat or via our .
If you made an error on your claim that was submitted to the Brand, then we suggest you contact the brand directly by using our messenger tool to explain the error and rectify the claim.
How can I follow up with the re-shipment?
Brands are requested to provide a tracking link for new shipments. If not received, contact the brand directly for this information.
What will happen if I already paid for the items?
You will either be refunded, or you’ll have the products reshipped. Your claim remains open until the brand provides a solution, or our Customer Service takes over the case.
What if the brand doesn't respond to my claim?
After reporting the issue, the brand needs to reply via their own Orders page, messages/replies in the Messagerie alone will not suffice to your claim after 3 days, our Customer Service will take over the claim and provide you with a solution depending on the carrier used and the type of issue encountered. Please note that when reporting damaged, defective or missing items, we request you to take clear pictures of the external parcel before opening it. Also provide us with any other relevant pictures that might help us better understand the situation. These pictures help us assess the responsibility of the carrier, and process your claim more effectively. Without providing photos showing the issue, we will not be able to claim for the damage, it means we won't be able to process your request.
Can a Retailer return a product?
Ankorstore has chosen to set very low minimum order amounts to meet retailers' expectations and allow you to discover new products easily. The counterpart to this is that we do not take in charge the return of orders. However, brands are free to organize returns with their customers independently.
If you credit me following an order issue, are you crediting me the VAT?
We do not cover VAT when crediting you damaged, missing, wrong or defective items.