To make the process smooth, we ask that you ensure that all photos are clear and crisp. It is important that both the external damage to the packaging and the specific damage to the iris images themselves are clearly recognisable. These photos are crucial for the quick and efficient processing of your complaint.
Once you have submitted the form with the photos, our team will check the damage and contact you promptly. In some cases, it may be necessary for us to retrieve the damaged images in order to make an accurate assessment.
If you have any difficulties uploading the photos or completing the form, our customer service team will be happy to assist you. We want to make sure that your complaint is processed as quickly as possible and that you don't have to wait unnecessarily long for a replacement.
If you receive feedback from us that the damage cannot be categorised as postal damage, for example because it was caused by improper opening, we will still offer you a solution. In co-operation with our producer, we can offer you a discounted replacement so that you can quickly enjoy your iris pictures again.
Your satisfaction is important to us and we endeavour to offer you the best possible service. Your understanding and co-operation are of great importance.
Post - Damage report
Wherever work is done, mistakes can happen, including at Swiss Post. We need your support so that we can help you in the best possible way. Please notify us of the postal damage no later than 7 days after delivery of the iris pictures as follows:
Take photos of the outside of the packaging
Take photos of the damage (1x far, 1x close)
At least 7 photos in total!
Upload pictures using the form
Damage will be checked and then collected and replaced if necessary, or only replaced
If the damage was caused by improper opening, this is not postal damage and cannot be registered. In such a case, you can also contact us and order a replacement at a reduced price in co-operation with our manufacturer.