My jacket, shipped with e-ems got damaged! HELP

So my jacket got damaged, what are the options?I used E-EMS delivery and it probably got damaged by customs or something...

We feel so sorry for that, and please provide your PN number and wait for our customer service. We'll help you solve it soon. Thanks for your kind understanding.

I'm curious about what happened in this case. Does Wegobuy rectify the situation somehow or do they play mediator between the two parties perhaps? (Or maybe this is clearly layed out in the policies and I need to reference them. lol) Just wondering for my own future reference...just in case. I'm super new here but am really enjoying it thus far. Have a few purchases made, one of which should be arriving at the warehouse anytime now! This is fantastic. Thank you to my fellow Wegobuyers and to Wegobuy itself - I'm totally addicted!