To make a complaint, the following information is required:
Your name
Your order number
Which product complaint applies to
Detailed description of what is wrong with the product
A couple of pictures or a video showing the problem
Please note that you must have evidence (photos/video) of the problem in order to make a complaint.
When you have collected all the required information, you submit the complaint by clicking on the chat box at the bottom right. Then click on "Chat with us" and alternatively select "Complaint" followed by "Make a complaint". Then follow the steps in the chat.
Most complaints can be resolved via email, we therefore ask you NOT to make any returns before you have been in contact with us via email. In some cases, we need to get the product back, in those cases this will be communicated with an approved complaint.
All products are checked upon packing and sending. If you receive a broken product, we ask that you report this within three days, and we will replace the product immediately. The product must not show traces of any kind of use. Should the product be out of stock, we will offer an alternate product.