Our warehouse always does its best to pack your items securely to withstand transport, but unfortunately, products sometimes get damaged along the way.
Transport damage (Damage upon delivery)
If your item is delivered damaged, you must register a transport damage claim via our form.
Important regarding photos: Please note that we always need photos of the damage, the product in its entirety, and the package you received (both inner and outer packaging). Without these photos, we cannot process your claim.
Time limit: We need to receive the photos as soon as possible after you have received the package, and no later than within 4 days of receipt.
More information can be found under the article: What do I do if my product is damaged upon delivery?
Production error (Complaint)
If you have a product that has broken and you believe it is a production error, please register your complaint via the form. Please attach photos or video clips clearly showing the damage or defects that have occurred.
What happens next?
Once you have submitted the form, our claims department will review your case carefully. They will then contact you with information regarding the next steps.
Our solutions for approved complaints:
Replacement item: We will send you a new product if it is in stock.
Refund: We will refund the amount via the same payment method used at the time of purchase.
Price reduction: In some cases, we may offer a price reduction if the item is still usable despite the damage.
Important information for all cases
Keep the packaging: Always keep the item and the original packaging until your case is completely resolved.
Form only: Please note that all complaint cases must always be registered via our complaint form. Unfortunately, we are not able to handle these cases over the phone.
Items purchased in a physical store We cannot currently handle returns or complaints for items purchased in a physical store via our online customer service. If you purchased your item in a store, you need to contact the store directly for further assistance.