Miniatures Broken in Transit: What to Do First

A miniature broken in transit needs a clear damage report before it needs glue. Keep the pieces, keep the packaging and photograph what arrived. That leaves both you and the seller able to see the problem before a repair changes it.

This guide is for a hobby painter or collector receiving a resin figure kit from a webshop. Three things shape the response: who arranged delivery, whether the part is broken or deliberately separate, and what solution you are comfortable accepting. A confident modeller may choose a repair; a first-time buyer need not turn a delivery problem into a new hobby skill.

Remerlinds makes unpainted resin figure kits in the Netherlands. Assembly and painting are your project after delivery. The section on contacting Remerlinds explains how to report a problem before that work begins.

Pause assembly and check the parts

Place the parcel on a clear table and work through it slowly. A separated arm may be a normal kit component. A small fragment beside a snapped wrist is a different matter. Compare what you see with the supplied parts information before trying to make anything fit.

Leave small components in their bags while you inspect the larger pieces. Emptying everything onto the desk makes it harder to tell which fragment belongs with which part. Keep one area for the box and wrapping, another for intact components and a small container for anything you believe is damaged.

Use the assembly diagram to identify the affected piece. Remerlinds supplies parts diagrams and reference views for multi-part kits. A photo of the diagram with the part indicated is often clearer than describing it as the little piece next to the other little piece. If you cannot identify it, photograph it beside the main body without forcing the two together.

Do not pull at a crack to see whether it goes all the way through. Do not sand a broken edge to make it tidier. Both actions change the evidence and may remove material that would help a later repair. Your task at this stage is to preserve the kit and describe its condition.

Photograph the parcel and the damage

Take a small, useful sequence of photos: the outside of the parcel, the contents as packed, the affected component and the close detail. Give the seller context as well as the close-up. An extreme crop of a grey edge alone can be difficult to interpret.

Start with the box from enough distance to show its shape. If a corner is crushed or a side is torn, add a closer photo of that area. Photograph the shipping label for your private correspondence with the seller, keeping addresses out of any public post. A label connects the physical parcel with the order and tracking record.

Next, show the internal wrapping before rearranging it further. Include the position of the damaged piece where that is still available. If you have already unpacked the box, say so and photograph the materials you retained. Do not stage a reconstruction and present it as the unopened parcel.

For the component itself, use a plain background and light from the side. Take one image showing the whole part and another showing the break. Put the loose fragment beside it with a little space between them. A ruler can establish size, but do not let it obscure the edge you want the seller to inspect.

Check that the actual break is in focus before sending the pictures. A phone can focus on the background instead of a small resin tip. Move back slightly and crop the photograph if necessary. The aim is a legible record, not a dramatic picture.

Key takeaways

• Show the parcel, the packing and the affected part.
• Keep small fragments with their matching component.
• Describe any unpacking you already did honestly.

Send one clear message to the seller

Contact the webshop with your order number, delivery date, a short description and the photos. Ask for the next step before making a permanent repair or sending the kit back. Keep the exchange together so neither side has to rebuild the story from scattered messages.

Describe the observable problem first. For example, identify the component and say that its tip arrived detached inside the bag. Separate what you know from what you suspect. You may know the outside corner is dented; you may not know at which stage of transport the part broke.

Say whether the kit is otherwise complete and whether you have assembled or modified anything. If you have not, state that. If you already applied adhesive, describe where and which type. That information helps the seller judge whether a replacement component, another remedy or an agreed repair makes sense.

Be clear about your preference. You can explain that you would like an intact replacement part, or that you are willing to consider a simple repair after receiving guidance. Do not agree to a repair merely because the part looks small. A tiny finger can be more demanding than a large joint with generous contact surfaces.

Keep a copy of the message and the original photos. If a return is needed, ask for the address, packing instructions and the arrangement for return costs. Avoid paying for an unrequested return service and assuming it will automatically be reimbursed.

Understand the consumer-delivery distinction

For a consumer purchase where the trader arranges the carrier, EU guidance places responsibility for transit damage with the trader until you receive the goods. Start with the seller. The seller's discussion with its carrier is separate from your request to receive the product you bought.

There is an important exception when you independently commission a carrier rather than use delivery arranged by the trader. Private collector-to-collector sales also do not carry the same consumer framework as a purchase from a business. Keep those cases separate instead of applying one broad rule to every parcel.

EU guidance describes repair or replacement and, in the circumstances specified by the rules, a price reduction or refund. It is not a promise that every damaged component produces an immediate full refund while you keep the whole kit. The condition of the order and the available remedy matter. National rules can provide further protection.

A delivery signature records a handover; do not assume it settles whether concealed damage existed. If you discover a break after opening the parcel, report it with the evidence you have. You do not need to invent a story about opening the box in front of the driver.

This is also different from simply changing your mind about an intact purchase. Keep a damage report focused on the delivered condition. The separate guide to returning handmade products explains why withdrawal and a faulty-product complaint should not be mixed together.

Keep the kit stable while you wait

Store the affected parts separately in their bags or a small, clean compartment. Support the main component without pressing on the broken area. There is no need to hold a snapped tip in its original position while the seller reviews your photographs.

A loose fragment can stay loose. Taping it onto the model creates another handling step and can make the eventual assessment harder. Put the bag with the fragment beside the matching part, then keep both away from the edge of the desk. Label the bag or a note beside it if several components look similar.

Keep the original box and protective materials until you know whether a return or additional inspection is required. This is a practical recommendation for resolving the delivery problem, not a claim that ordinary packaging is the only possible proof of a defect. If you discarded some material already, tell the seller what remains.

Leave the kit in an ordinary indoor storage location away from a heater or direct sun. Do not use a hairdryer, hot water or a clamp to straighten a suspect part before asking about it. A bent component needs its own assessment; it is not automatically the same repair as a clean break.

If a component feels sticky, leaks or has an unexplained residue, stop handling it and describe that separately. Do not assume that every unusual surface is a routine shipping mark. Ask the seller for product-specific instructions before cleaning, curing or altering it.

Choose repair only when the plan is clear

An agreed repair starts with the actual break and your comfort level. Ask the seller whether repair is appropriate, which adhesive is compatible and how the component should be supported. A suggestion to glue a small part does not make every break a simple one.

For a clean, accessible break, a dry alignment check may show whether the two surfaces meet naturally. Bring them close without pressure. If they do not align, stop rather than trimming away material until they do. Missing fragments, crushed edges or several cracks can change the decision.

Use the adhesive maker's instructions for material compatibility, working time and handling precautions. Keep adhesive away from finished surfaces and use only the amount needed for the proposed joint. Do not improvise an accelerator, heat source or solvent to make the repair faster.

Pinning is a separate operation that removes material by drilling. It needs enough room in the part and a planned hole direction. It is not the default response to a thin snapped accessory, and it should not be attempted while you are still deciding how the delivery complaint will be resolved.

Where a replacement is agreed, confirm the component identity and any relevant finish colour. A replacement for an unpainted part and a replacement for a primed part may need different follow-up work. Photograph the repaired or replacement part when the issue is resolved so your own project record is complete.

Key takeaways

• Wait for an agreed plan before altering the damaged part.
• Choose a repair you are comfortable carrying out.
• Stop if alignment needs force or more damage appears.

How Remerlinds handles a damaged delivery

Remerlinds asks for photos of the packaging and affected pieces when an order arrives damaged. Use the contact page and include the order number. The current FAQ also invites you to request help if you cannot or do not want to repair a damaged part.

Kits are shipped unpainted. The workshop uses cardboard boxes, recycled packing paper and bubble wrap, with delicate components bagged separately. Larger orders may contain smaller boxes within the shipment. These are the packing facts to rely on; a generic article should not invent a custom tray for every sculpt or a universal damage-proof promise.

The FAQ is the place to check the current support procedure. A blog guide can help you prepare a clear report, but it cannot inspect the part or promise a particular response time. Send the photographs and let the workshop assess your actual order.

Recommended reading

Use the related guide that matches your next task. There is no need to turn a damage report into a complete rebuilding project.

• Photographing resin figures helps with lighting and showing a small detail clearly.
• Protecting, reusing and sorting packaging explains what to keep useful after the delivery is resolved.
• Returning handmade products separates a change of mind from a product problem.

Your next step at the table

Put the affected component and every loose fragment in one safe place. Take the four useful views, find your order number and send one clear message. Leave the adhesive closed until you have a plan you understand and accept.