Shipping Damage & Order Support

We’re here to help if your order arrives with a problem. Please email ebmshop11@outlook.com with your order number and a description of the issue. Under our current refund policy, we do not accept physical returns.

Shipping damage: contact us within 30 days

If your parcel or item was damaged during shipping, please email us within 30 days of delivery with photos of the outer packaging and affected goods. For a qualifying transit-damaged parcel, our shipping policy provides for a free reshipment or a full refund.

Lost parcels

If your parcel has not arrived and you believe it is lost, email us with your order number and tracking details so we can investigate. For a qualifying lost parcel, our shipping policy provides for a free reshipment or a full refund.

Other item issues

If an item is defective or incorrect, please contact us promptly with photos. Our current refund policy provides for resending parts or partial compensation for these item issues rather than a full refund.

The 30-day shipping-damage window is not a 30-day change-of-mind or after-use return offer. For other claims, please contact us within 30 days of receiving your item as described in our refund policy. Your rights under applicable law are not affected.