What if the product is damaged in transit?

Please refuse to accept the parcel if it is clearly damaged on the outside. If you only notice damage to the parcel or the goods afterwards, please hand in the damaged parcel with all of its contents and a damage report to the courier as soon as possible. The deadline for this is 7 days. The damage report document will be available directly from the courier.

Please then take a photo or scan the damage report and send it to us via our contact form. This will help us to claim the damage from the courier as part of the transport insurance. Thank you very much for your support in this matter!

If the item has arrived defective regardless of the shipping, please proceed as follows:

1. Using our returns portal, please enter your order number and last name. 
2. Select "register a complaint" and follow the steps in the portal. 
3. After successfully registering the complaint, we will contact you within a few working days with a proposed solution.
4. If we have to check the item on site or even send it to the manufacturer, we will then provide you with a free returns label.

We will of course endeavor to process the complaint as quickly as possible, but we would like to point out that a complaint, if it has to be sent to the manufacturer, can take up to 8 weeks. You will be kept up to date via email about the status of your complaint. 

Important:

For hygiene reasons and out of consideration for our employees, we kindly ask you to clean or wash the product before sending it back to us. Items that have not been cleaned will be returned to you unprocessed.

*We do not offer free shipping labels for returns from the USA. Customers who wish to return items from the USA must pay for a tracked delivery service and follow the instructions listed under "How can I return something?".