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Cake toppers
Your cake topper arrived damaged: what to do
If your cake topper arrived damaged, take photos before you touch anything, and keep the box. Then write to the seller with the photos and your wedding date.
A topper just out of its bubble wrap.Start with photos
Sellers ask for photos of the item and the box with its label. A carrier may want to see the box too.
What you need
- Photos of the box and of each broken piece
- Your order number
Step by step
1. Photograph the closed box
Get the label and any dents or crushed corners in the shot.
2. Photograph the topper as it lies
Open the box and take a photo before you lift anything. Then take one of each break up close.
3. Keep everything
Keep the box and every small piece. Do not throw out the damaged item, even after you have photos.
4. Write to the seller
Do it right away. Send the photos and your order number. Say what broke and when the wedding is. Check the shop's policy, since some shops set a deadline for damage reports.
5. Ask for a fix and a ship date
Ask for a remake or a refund. If only a small part snapped, a spare part can be the faster fix. Ask when the new item will ship.
6. Wait before you glue
Glue hides the damage. Wait until the seller has seen it and the claim is done.
Where you bought it changes the steps
From a shop's own website, email its support. On Etsy, send a message from the "Help with order" page. On other marketplaces, use the order help page.
Some sellers ask you to file a claim with the carrier.
Will a new one come before the wedding?
The second unit from one maker we tested.We bought 8 toppers from other makers for our test. The first unit from one maker came broken on day 30.
We reported it. The next day the maker said sorry and confirmed a remake and spare parts. A usable unit came on day 47.
A remake is made and shipped all over again. So count back from your wedding date, and ask for the ship date before you agree to a remake.
If it is one of ours
For orders on conjure.wedding, email support@conjure.wedding within 30 days of delivery. Add your order number and a photo. We remake the topper or refund you.
You do not send it back. Please keep it until the claim is finished. Approved refunds are paid within 14 days. Normal small changes in color or finish between units do not count as damage.
If the break is small
Once the seller has seen it, a clean snap can often be glued.
Questions
- What if the seller does not reply?
- On Etsy, open a case 48 hours after your "Help with order" message, once the delivery window has passed. If you paid by card, ask your card issuer about a dispute. Try to settle it with the seller first.
- Who should file the carrier claim?
- Ask the seller to handle it first. For insured USPS mail, either the sender or the recipient may file, no later than 60 days after the mailing date.