What Happens If My Fragrance Order Arrives Damaged?

Damage in transit is the risk every international buyer worries about. Glass jars break. Boxes crush. Liquid leaks. The good news: with proper documentation and a clear claims process, you will not absorb the loss. Here is exactly what to do and what to expect.

What Is the Typical Damage Rate?

For well-packed fragrance shipments from China:

• Candles in glass jars (palletized, full container): 0.5% to 1.5% breakage rate
• Candles in glass jars (LCL, loose carton): 2% to 4% breakage rate
• Reed diffusers: 1% to 2% (smaller bottles, better packing density)
• Room sprays (aluminum or PET): Below 0.5% (non-fragile containers)
• Essential oils (glass bottles, 10 ml to 30 ml): 1% to 3%

These rates assume standard export packing: individual product boxes, inner dividers, 5-layer corrugated cartons, and pallet wrapping. If your supplier uses 3-layer cartons without dividers, expect rates to double.

What To Do Immediately When You Receive a Damaged Shipment

Step 1: Inspect at delivery (Day 0)

Before signing the delivery receipt, check the outer packaging:

• Are cartons crushed, wet, or punctured?
• Is the pallet wrap torn or the pallet broken?
• Are there visible liquid stains on cartons?

Note any damage on the carrier’s delivery receipt. Write “X cartons damaged” or “pallet broken, contents shifted.” Do not sign “received in good condition” if it is not.

Step 2: Photograph everything (Within 24 hours)

Take photos of:

• The container or truck before unloading (if you receive a full container)
• Outer carton damage from multiple angles
• Inner packaging and product damage
• The packing list and carton labels (for identification)
• The shipping container number and seal number

Minimum: 15 to 20 clear photos. More is better. Video of the unboxing process is even stronger evidence.

Step 3: Count and quantify (Within 48 hours)

Open all affected cartons and count:

• Total units damaged (broken, leaked, crushed)
• Total units with cosmetic packaging damage (product intact, box damaged)
• Total units missing (if cartons are lost)

Create a simple spreadsheet: SKU, quantity ordered, quantity damaged, damage type.

Step 4: Notify your supplier (Within 48 hours)

Send your supplier:

• The damage summary spreadsheet
• All photos and video
• A copy of the delivery receipt with damage noted
• Your claim: replacement, credit, or refund for the affected units

At Aromiso, our claims window is 7 days from delivery date, but we strongly recommend reporting within 48 hours while evidence is fresh.

Who Pays for the Damage?

This depends on your shipping terms (Incoterms):

Incoterm	Risk transfers to buyer at…	Who files the claim?
EXW (Ex Works)	Factory door	Buyer
FOB (Free on Board)	Loading onto vessel at origin port	Buyer (after loading)
CIF (Cost, Insurance, Freight)	Loading onto vessel, but seller pays insurance	Buyer files with insurer
DDP (Delivered Duty Paid)	Buyer’s door	Seller handles everything

Most Aromiso orders ship FOB or CIF:

• FOB: We pack and load the container. Risk transfers once goods are on the vessel. You file a claim with your marine cargo insurer.
• CIF: We arrange and pay for marine insurance (typically 110% of invoice value, All Risks coverage). You file the claim with the insurance company we designate, and we assist with documentation.

If damage is caused by packing defects (insufficient dividers, weak cartons), that is the factory’s responsibility regardless of Incoterm. We cover replacement at no cost in those cases.

What Is the Claims Timeline?

A typical marine cargo insurance claim:

1. Notification to insurer: within 3 days of discovering damage
2. Surveyor inspection (if claim exceeds $2,000): 5 to 10 days
3. Documentation submission: 14 to 21 days
4. Claim assessment and payout: 30 to 60 days

Total: approximately 45 to 90 days from discovery to reimbursement.

For packing-defect claims handled directly by Aromiso:

1. You report with photos: Day 1 to 7
2. We review and confirm: 3 to 5 business days
3. Resolution (replacement in next order or credit note): within 10 business days

How Do You Minimize Damage Risk?

Before shipping:

• Specify 5-layer (double-wall) corrugated cartons, minimum 200 lb burst strength.
• Require individual product boxes with molded pulp or foam inserts for glass items.
• Request pallet loading with corner protectors and stretch wrap (minimum 3 layers).
• For LCL shipments, ask for crate or wooden case packing for fragile items.

During shipping:

• Purchase All Risks marine cargo insurance (cost: 0.3% to 0.8% of cargo value).
• For high-value orders above $20,000, consider a pre-shipment inspection by a third party (SGS, Bureau Veritas, Intertek). Cost: $300 to $500 per inspection.

At delivery:

• Always inspect before signing.
• Photograph the container seal before breaking it.
• If damage is visible externally, request the carrier to note it on the delivery receipt before you unload.

What Does Aromiso Do to Prevent Damage?

Our standard export packing for glass candle jars:

• Individual product box with EPE foam collar (10 mm thickness)
• Inner carton dividers (cell partition) separating each unit
• 5-layer corrugated outer carton, 40 units per carton maximum for 200g candles
• Palletized with corner boards, 4-layer stretch wrap, and “FRAGILE” + “THIS SIDE UP” labels
• Container loaded with airbags between pallet rows to prevent shifting

This packing specification keeps our damage rate below 1% for full-container shipments.

The Bottom Line

Damage happens, but it should never be your financial loss. Document within 48 hours, file your claim with photos and counts, and work with a supplier that takes packing responsibility seriously. Insure every shipment above $5,000. The insurance cost (under 1% of cargo value) is trivial compared to replacing a broken container of glass candles.

Questions about our packing standards or claims process? Contact our logistics team at aromiso.com before your next order ships.