Exchange & Complaint

Exchanges and complaints

Have you received an item that was not delivered in perfect condition? We are very sorry that you have received an item that does not meet our quality standards.
All items are checked by us for quality before shipping. However, if you ever receive a damaged item, you can of course complain about the item:

Please contact us as soon as you have received your order (at the latest within 7 days of receipt of the shipment) via our contact form or directly by e-mail at

We need the following information from you so that a member of our customer service team can provide you with a suitable solution:

  • Your order number
  • Information on the damage
  • 2-3 photos of the damaged/faulty item
  • Photos of the barcode on the item
  • 2-3 photos of the inner and outer packaging used to protect the item, incl. Versandetikett

Please return the item immediately at our expense (in any case no later than fourteen days from the day you informed us of the complaint and received a return label from us. The deadline is met if you dispatch the goods before the expiry of the fourteen-day period). We will exchange the damaged item for a new one. If the item is no longer in stock, we will refund the purchase price immediately after receipt of the goods.