If you receive your order and it appears to have broken during the transit period, you must notify DHL and email them with the photo evidence and tracking number to make a claim. Any breakage during the transit period is not Shivaloka’s responsibility but must be reported to the courier. You can contact us at ask@shivaloka-bali.com to inform us about this.  We will assist you in this process, and once the courier has taken responsibility for the breakage in writing, the item needs to be returned and once received, we will replace the item.