How to Submit Photos for Damaged or Missing Perfume Items

We're sorry to hear that your order arrived damaged or with missing items. At Essence Luxe, we take great care in packaging our luxury fragrances, but occasionally issues may occur during transit.

To process your claim quickly and efficiently, we need photographic evidence of the damage or missing contents. This guide will walk you through the exact photos we need and how to submit them.

Important: Please take photos immediately upon receiving your package and before discarding any packaging materials. This documentation is essential for filing claims with our shipping carriers and ensuring you receive a replacement or refund.

When Do You Need to Submit Photos?

You should submit photographic evidence in the following situations:

  • Broken or leaking bottles: If your perfume bottle arrived cracked, shattered, or leaking
  • Damaged packaging: If the outer box shows significant crushing, water damage, or other visible harm
  • Missing items: If items listed on your packing slip are not in the package
  • Wrong items received: If you received fragrances different from what you ordered
  • Tampered packaging: If the box appears to have been opened or resealed before delivery

Required Photos for Your Claim

📸 Photo Checklist

Please provide clear, well-lit photos of the following:

  1. Shipping label: A clear photo showing the shipping label with tracking number and address visible
  2. Exterior packaging: All sides of the outer box showing any damage, tears, or wet spots
  3. Interior packaging: The inside of the box showing how items were packed and any protective materials
  4. Damaged perfume: Close-up photos of broken bottles, leaking fragrance, or damaged caps from multiple angles
  5. All contents: A photo showing everything that was inside the package, including packing slip
  6. Packing slip: A clear, readable photo of the complete packing slip or invoice

Example Photos

Example 1: Broken bottle – Show the damage clearly from multiple angles

Example 2: Damaged outer packaging – Capture all visible damage to the box

Example 3: Leaking fragrance – Document any spills or leakage inside the package

Photo Quality Guidelines

To ensure we can process your claim without delays, please ensure your photos meet these standards:

  • Use adequate lighting – natural light works best
  • Keep your camera steady or use a flat surface
  • Ensure all text (labels, tracking numbers) is clearly readable
  • Capture the entire item or package in frame
  • Take photos from multiple angles for damaged items
  • Use a plain background when possible
  • File size should be under 10MB per photo
  • Accepted formats: JPG, PNG, or HEIC

How to Submit Your Photos

Once you have all the required photos, you can submit them through any of these methods:

  1. Email: Send photos to claims@8motiv.com with your order number in the subject line
  2. Call 561-677-2275 to speak directly with our support team and provide your photos.
Tip: Include your order number, full name, and a brief description of the issue when submitting your photos. This helps us locate your order quickly and process your claim faster.

What Happens Next?

After submitting your photos:

  1. You'll receive an email confirmation within 2 hours acknowledging receipt of your claim
  2. Our quality team will review your photos within 24 business hours
  3. We'll contact you with a resolution: replacement shipment, refund, or store credit
  4. Most claims are resolved within 2–3 business days

For damaged items, we may file a claim with the carrier on your behalf. Your photos help us expedite this process and ensure you're taken care of quickly.

Prevention Tips for Future Orders

While we can't control shipping conditions, here are some tips to minimize risk:

  • Request signature confirmation for high-value orders
  • Provide delivery instructions for safe package placement
  • Consider shipping to a business address during business hours
  • Choose expedited shipping during extreme weather conditions