Revised Return Procedure for Damaged or Broken Items:
At Imaginary Worlds, we strive to ensure that your shopping experience is exceptional. In the unfortunate event that your order arrives damaged or broken, we are here to assist you. Please follow the steps below for a smooth resolution:
Timeframe for Returns: All returns related to damaged or broken items must be initiated within 30 days of the order delivery date.
Contact DHL Shipping Company: As the first step, we kindly request you to reach out to the DHL shipping company to report the damage and initiate the necessary documentation. This will help us expedite the resolution process.
Photograph the Original Outside Box: Take clear photographs of the original outside box, ensuring that any external damage is visible in the images. This documentation is essential to validate the condition of the packaging.
Photograph and Video of Broken Part: Capture clear photographs of the broken part(s) of the product, ensuring that the damage is clearly visible in the images. Additionally, record a video showing the broken part(s) of the product. This visual evidence is crucial to assess the extent of damage accurately.
Email Photographs, Video, and Details: Please send the photographs of the damaged package, images of the broken part(s) of the product, and the video to us at email@example.com. In your email, include your order number and a brief description of the damage.
Resolution Process: Once we receive the necessary information and confirm the damage with DHL, we will promptly proceed to rearrange the shipping of your order within 3-5 business days. Rest assured that all associated shipping costs will be covered by us.
Our Commitment: Your satisfaction is of paramount importance to us, and we are fully committed to resolving any issues promptly and efficiently. If you have any further questions, concerns, or require assistance at any point during this process, please do not hesitate to reach out to us. We are here to assist you every step of the way.
Please Note: We do not accept any exchanges, and all products are considered final sale.
Thank you for choosing Imaginary Worlds, and we appreciate your trust in us.