Stop and photograph the packaging first. The outer box is the evidence and it is the thing people throw away before thinking.
Then raise it from the order. You have 7 days from delivery for anything damaged, whatever the store's returns policy says.
What to send
The box, as it arrived — including the damage to it, if any.
The item, in daylight, with the break visible.
Something for scale, if the damage is small.
An unboxing video, if you happened to take one. Not required, and it ends the conversation when it exists.
That is four photographs and two minutes, and it is the difference between a case that resolves in a day and one that becomes an argument.
What not to do
Do not throw the packaging away. The single commonest mistake on this page.
Do not repair it, however easy it looks. A repaired item is no longer the item that arrived.
Do not go to your bank. Slower, and it takes money back out of a small store weeks later. What is a chargeback?
Do not wait. Early is easier to trace and easier for the store to claim on.
Who sorts it out
The store. They booked the courier, so the carrier's customer is them — and whatever they recover is between them and the courier. You do not chase the courier yourself and you are not expected to. The courier damaged my parcel
Metzee decides if you disagree, within 48 hours of a dispute being opened, with your money still inside the system. How long a dispute takes
What you can expect
A refund, a replacement if they have another, or a partial refund if you would rather keep it as it is. The last one is worth considering for something hard to find — and it is your choice, not theirs. Can I get a partial refund?
If it was badly packed
Say so, and include it in the photographs. Packing is the store's responsibility, and a thing that arrived broken in a bag with no padding is a different case from one that arrived broken in a properly packed box.
Either way you are covered. The difference is whose problem it is afterwards. How a thing should arrive packed
If it was fragile and you chose delivery
Still covered. But for pottery, glass and framed work, pickup avoids the whole category of problem where a store offers it. What is a pickup point?
More: how refunds work, the wrong item was sent, how to raise an issue.