My experience returning and getting a replacement package on Amazon

My experience returning and getting a replacement package on Amazon

When we buy products over the internet, we do so with the best of intentions. Especially when we are in the middle of the Christmas campaign and we want the gifts of Kings to reach us as soon as possible so that we can deliver them to our loved ones.

However, the transportation services of large companies like Amazon do not always serve our needs as they should . And sometimes it can happen that a package is lost or that it arrives in very bad condition. This is exactly what has happened to us in these days of shopping and general hustle and bustle. That's why we wanted to tell you about our experience, which in the end, by the way, ended well.

All the products that we bought on Amazon in the days before Reyes arrived on time. Not surprisingly, we have contracted the Amazon Prime service, which guarantees delivery in one day or immediately after a holiday, as was the case. However, there was an order with which we had some problems. We tell you how we solve them.

amazon package

What do I do if the Amazon package has arrived broken?

If the package has arrived broken, it would not be strange if the products were in bad condition. In our case it happened like this. In addition to being late, the delivery man gave us the package completely open (as you can see in the image above), so that the books inside came out of the box with a few knocks. 

Maybe nothing would have happened if the order was for us. The problem is that this request had to be a gift , which we had to deliver for Reyes. In this case, the best thing you can do (and what we did) is file a claim. What we recommend (for cash) is the following:

1. Call 800 810 251, which is Amazon's customer service . This phone number is free, so you will not have to pay any extra, whether you call from the landline or from your mobile. As soon as they respond to you, you will have to identify yourself with your email address and personal postal address.

2. Explain your problem to the agent and, given the seriousness of what happened, he will offer you the option of obtaining a replacement. What does this mean? Well, it will be Amazon itself that orders an order for the same items , with fast shipping, so that you can receive it after one day and without added cost.

3. Next, the agent will organize the return and ask you to choose if you want to take the package to the Post Office yourself or if you prefer to have it picked up at home. The second option is completely free, so if it is more convenient for you to come for the package, choose this one.

What we gain this way is that we will not have to do without the gift in the first place. That is, it will not be necessary to return it today to receive the new one. If the object is not very damaged, you can give it to the person you wanted, and then exchange it for the product that will arrive in good condition . It is a good option if you have confidence with that person and if the product can be used, because it is a book, for example, or because it does not have to be unpacked.

If the product arrives fast enough (in principle it should not take more than a day) you can give away the version in conditions. Keep in mind, of course, that the return must be made within a period of ten days. To meet at a specific date and time, Correos will contact you by phone to arrange delivery.

As soon as you have done the management, your new order (the one that the Amazon customer service agent will have placed) should appear in the My Orders section, as a new one, but without price, because the cost will be zero. In this case, you will be able to control the status of the order in the same way as the previous ones, clicking on the button Locate your package. 

my orders

Reception of the replacement and return of the package

In our case, the replacement came very quickly. The next day we had the package at home, which in that case were books, in perfect condition. In this way, we were able to give them away on Three Kings Day , which is just when we needed them. There is no doubt, then, that in that case the service was optimal, despite the setbacks.

After a day, Correos called us to agree to return the defective items and we did. A courier stopped by our address to collect the package. At this point, you should consider the following:

  • The products you return must be packaged . Do not deliver them without packaging, because they will not be collected. We recommend that you use the box the books came in and wrap it with packing paper.
  • You must print a label (it is the return authorization, with a shipping code) and stick it on the package . Another important issue is the label, since without it you will not be able to return the package properly. Next, we tell you how to obtain it.


After having spoken by phone with the Amazon customer service agent, you will receive an email with a summary of your incident. This will include a link to access the collection label , which you must use for the return.

When you access this link, you will first have to identify yourself as an Amazon user (email address and password). If you cannot find the link, go to the Orders section, within Amazon, and within the order in question, click the button See return label / Instructions.

Print and cut out the label. You have to stick it on the outside of the package, so that it can be scanned by the logistics services. You will receive a copy of the return label with postage paid to your email . And that's all.

If you have any problem organizing the collection , because Correos did not contact you or because you need to make a change, you can call the following phone number, which is the one that has been enabled for these cases and where they will be aware of your incidence: 913878333.