Contact our service team as soon as you notice the damage and send photos of the full item, the damaged area and the packaging including its shipping label within 30 days — once the print lab approves your claim we'll send a replacement by express shipping, and you do not need to return the damaged item.
What Should I Do If My Order Arrives Damaged, and What Happens Next?
If your order from The Night Sky arrives damaged, there are clear steps to follow to ensure the issue is resolved promptly. Below, we outline the process for reporting damaged items, submitting evidence, and understanding the replacement process.
Reporting Damaged Orders
Inspect Your Order: Upon receiving your order, carefully inspect the item and its packaging for any damage.
Notify The Night Sky: Contact the service team immediately to report the issue. This ensures the resolution process begins as soon as possible.
Evidence Submission Guidelines
To process your claim, you will need to provide the following:
A photo of the full damaged item (e.g., print, frame, or product).
Close-up photos of the damaged area(s).
A photo of the packaging, including the shipping label (even if the packaging is not damaged).
If applicable, a photo of any sticker with initials found on the back of the frame.
Submit these photos within 30 days of receiving the order to ensure timely resolution.
Replacement Order Process
Once you have submitted the required photos and details:
Escalation to the Print Lab: The issue will be escalated to the print lab for review.
Approval and Replacement: If approved, a replacement order will be initiated with express shipping.
Email Notification: You will receive an email with tracking details once the replacement has been dispatched.
Handling Damaged Items
Do Not Return the Damaged Item: You are not required to send back the damaged item. You may discard it.
Special Cases: For certain items, such as jewelry, you may need to retain specific parts (e.g., a chain) until the replacement part is dispatched.
Additional FAQs
Can I Make Changes to My Replacement Order?
Yes, you can request changes to your replacement order. For example, you can upgrade to a foil print or change the size. Contact the service team to arrange this, and they will provide a payment link if necessary.
What Happens If My Replacement Order Is Late?
If your replacement order is delayed and causes dissatisfaction, The Night Sky may offer a resolution, such as a refund, as a one-time courtesy.
What Should I Do If My Package Arrives Tampered With?
If your package appears tampered with or damaged during transit, notify the service team immediately. If the contents are damaged, a replacement will be shipped to you.
By following these steps and guidelines, you can ensure a smooth resolution process for any damaged orders. For further assistance, contact The Night Sky's customer service team.