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Loss or damage | Official UEFA Online Store

What should I do if my package is lost or damaged in transit?

Please accept our apologies if the carrier did not deliver your order promptly and in good condition. If you did not receive your order, we ask that you check around your property, in your mailbox, and with your neighbors to make sure that the order is not at your location.
Just contact us if you are certain that the item was not delivered or if your item arrived damaged. We will file a claim with the carrier and repair, replace, or refund your purchase as efficiently as possible. Please ask our customer service to provide a returns shippng label if you need to return a damaged item. There will be no additional charges for you.

Please note that if your parcel hasn't been delivered and seems to be lost we will initiate an investigation at DHL to find the parcel. This process can take up to 6 weeks.
We kindly ask for your understanding that we can't refund or replace your order until we get an information from DHL that your parcel is definetely lost or just delayed.

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