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Claims

Dear customer,

At Dancover, we are always ready to help and handle your enquiry. We try to process all enquiries, questions and claims within 24 hours.

You can help us help you

In order for us to comply with this time limit, we need you to read our instructions carefully and send us all relevant information such as order number, item number, photo documentation etc. Please be aware that not receiving all relevant information will result in a drastic delay in the claim process time, in some cases up to 10 working days!

2 weeks’ time limit

Please notice you are obliged to check your order for possible faults and defects within 2 weeks after receiving them.

Dancover Customer Service

You are always welcome to contact Dancover Customer Service at +44(0)870 820 0008 or +44(0)20 8099 7570 with any queries or concerns regarding your claim. Please note that we are NOT able to process your claim over the phone!

Attention!

We are not able to process your claim if you haven´t provided us with photos of the damaged part(s). If you for some reason are not able to upload the photos here press SEND THE CLAIM. You will then receive an email with a requisition number. Please return this mail and enclose your photos clearly showing the damage/claim.

Please notice! If we do not receive photos, we are unfortunately not able to process your claim!

Best wishes
Dancover

The claim fields marked with * are mandatory

1. Please state cause of claim

I have received incorrect goods

We apologize for the inconvenience. Please send us the completed form together with a photo of the goods you have received (Please see photo) including the item number(s) for the goods you are missing. The item number you will find on your invoice, which has been sent to the e-mail address you stated when ordering. If you do not have the invoice, please call Dancover on +44(0)870 820 0008 or +44(0)20 8099 7570 and have a copy of the invoice sent. Thank you! Uploading photos

When uploading photos the maximum size of a single photo is 4 MB! Furthermore, we cannot receive zipped files due to security – the same goes for photos via Dropbox or other online-services. The optimum solution is to take a photo in low resolution, save it as a JPEG or PNG and upload the photo directly here.

Example

Please fill out

Received item number(s)

Missing item number(s)

Please upload photos here

Your photos

Upload more photos here

I have opened my order, but something is missing

We apologize for the inconvenience! Please help us by sending us the filled out form with your name, address etc. and tell us what you think is missing, so we can see, what might have gone wrong. Thank you!
For good measure, we ask you to go through your order meticulously and send us a list with all the missing items. Dancover only offers to send one delivery free of charge in connection with missing items. If you subsequently discover something missing, it will be forwarded at your own expense.
Product manuals
A majority of the Dancover marquees and storage tents come with a manual. It will be a great help if you can find the missing part(s) in this manual. If you do not have the manual, you are able to find it at the relevant product at the shop. Thank you!

Example

Please fill out

Product number *

Number and quantity of missing part(s) *

Comments

Parts in my order are defective

We apologize for the inconvenience. In order for us to help you, we need the following:
1. The filled-in form with name, address etc.
2. A photo of the defective item(s) or part(s) for us to view the problem and assess it. We need a photo showing the defective part(s) of the product AND another photo showing the product(s) in full for us to identify the make and model etc.
3. In the case of one of our marquees, we furthermore need the number of the defective part(s). You find the number in the enclosed manual. If you are not able to find your manual, it can easily be found in PDF form on our web site under the Product Specifications of your product. Thank you!
Uploading photos
When uploading photos the maximum size of a single photo is 4 MB! Furthermore, we cannot receive zipped files due to security – the same goes for photos via Dropbox or other online-services. The optimum solution is to take a photo in low resolution, save it as a JPEG or PNG and upload the photo directly here.
We always try to help you and handle your enquiry within 24 hours but that requires that we receive all relevant information – including photo documentation. Thank you!

Example

Please fill out

Product number *

Number and quantity of defective part(s) *

Please upload photos here

Here you can upload photo documentation that is required in order for us to handle your claim.

Your photos

Upload more photos here

2. Please fill in your info

All boxes must be filled in for us to process your claim!
You find your 9-digit invoice number as well as customer number on the invoice you have received on the stated e-mail address.

Customer Name *

Address *

Customer Number*

E-MAIL *

Telephone *

Invoice number*