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An accessory is missing from my parcel – what should I do?

Last updated: October 05, 2026

Did you notice while unpacking or assembling that an accessory is missing? A few quick checks often clear this up. If something really is missing, we will take care of it.

Important
Do not throw away the packaging or its contents until the item is fully assembled and working. Small parts such as screws, tools or adapters are often tucked away in compartments or under inserts.

Check this first

1
Search the packaging thoroughly Also look under inserts, in small compartments, between the padding and in the box with the manual.
2
Compare the contents Compare what you have with the accessory list in the user manual or on the product page in the online shop. Some accessories are not included with every model variant.
3
Check pre-installed parts On some devices, parts come pre-installed from the factory, for example screws on the scooter handlebar or brushes on the robot vacuum.
4
Is something really missing? Then let us know with the details from the next section.

Details we need

This lets us process your case straight away:

1. Order number You will find it in your order confirmation email.
2. Exact model name For example: Xiaomi Electric Scooter 4 Pro
3. Which accessory is missing Ideally using the name from the accessory list in the user manual.
4. Photo of all the contents Lay out all the parts next to the opened packaging and take a photo.
5. Photo of the label on the product box Showing the model name and serial number, if available.

Send us these details. Once we have everything, we will review the case and get back to you with the next steps.

Frequently asked

How often are accessories actually missing?
Very rarely. Xiaomi has high quality standards in production. In most cases, the part turns up on a second search of the packaging or is already pre-installed.

Do I have to send back the whole device?
Usually not. We will review the case and tell you how to proceed.

How soon do I need to report a missing accessory?
Report it as soon as possible after you receive your delivery. The sooner we know, the easier it is to sort out.

Can I already use the device?
Only if the missing part is not needed for safe use. If screws or safety-related parts are missing, for example on an e-scooter, please do not use the device.

The accessory is not missing but damaged. What now?
Take a photo of the damage and send us the same details as above. For transport damage, you need to report it within 5 days of receipt.

I would like to buy extra accessories. Is that possible?
Yes, as long as they are listed in the online shop. Unfortunately, we cannot order anything that is not offered there.

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