Schlossgold takes all care in packaging your order as well as possible, yet due to accidents beyond our control these are occasionally damaged. Should a product arrive damaged or broken then we are happy to give you a full or partial refund (or credit note) upon submitting photographic proof and if notified within 24 hours of the order arriving. Please email us at as soon as you have checked your package. It is not always viable to replace a single item, so we appreciate your understanding and of course will find compensation that is satisfactory to you.