My order arrived damaged — what should I do?

If your CHOUOHC order arrived with visible damage caused during shipping, the first step is to file a claim directly with DHL as the carrier responsible for the shipment.

Step 1 — File a claim with DHL

All damage claims for items damaged in transit must be submitted through DHL's claims process. You can do this at:

https://www.dhl.com/discover/en-sg/ship-with-dhl/start-shipping/submit-claim-lost-damaged-shipment

When submitting your claim you will need:

• Your DHL tracking number (found in your shipping confirmation email)
• Photos of the damaged packaging and the damaged item
• A description of the damage
• Your order details

Step 2 — Contact us

Once you've submitted your DHL claim, reach out to us at support@chouohctokyo.com with your order number, a description of the damage, and photos. We'll keep track of your case and work with you to get it resolved.

Important — act quickly

DHL has time limits on damage claims, so we recommend submitting your claim as soon as possible after receiving the damaged item. Do not discard the original packaging — DHL may require it as evidence during the claims process.

This is different from a warranty claim

If your item arrived intact but developed a fault during normal use, that would be covered under our product warranty rather than a shipping damage claim. See our Warranty — what's covered and how to file a claim article for details.