What to do if an item arrives damaged
Document damage safely and report it from the correct order.
Upfrica Help CentreUpdated Jul 22, 2026
Clear, early evidence helps Upfrica and the seller understand whether damage affected the product, packaging or delivery.
Record the condition
- Photograph the outer packaging before discarding it.
- Take clear photos or video of the damage from several angles.
- Keep labels, serial numbers, accessories and delivery documents.
- Avoid repairs or continued use until instructions are provided.
Report the issue
- Open My Orders and select Get help for the affected item.
- Choose the damaged-item reason and describe what is unusable.
- Upload the requested evidence and monitor the response deadline.