What should I do if my item is broken or damaged?
Our warehouse always does its best to pack your items securely to withstand transport. However, sometimes products may unfortunately get damaged during shipping. If your item is delivered broken, you need to register a transport damage claim through our form. Please note that we always require photos of the damage, the product in its entirety, and the external and internal packaging of the package you received. Without these, we are unable to process your claim. We also need the photos to be submitted as soon as possible after receiving your package, but no later than 4 days after you received the order. More information can be found under "What should I do if my product is damaged during delivery?"
If you have a product that has broken and you believe it may be due to a manufacturing defect, please register your complaint via the form along with photos or videos showing the damages or defects. When we investigate complaints and transport damages, we may request additional information or images/videos, so please keep the item and packaging until the case is resolved. Currently, we are unable to process returns or complaints for items purchased in physical stores; in such cases, you will need to contact the store for further assistance.
Please note that all complaints must be registered through our complaints form, as we are unable to process these over the phone.