Complaints

Found a defect? Handle your complaint online — describe it, attach photos and we will assess it. You only send the goods when we actually need them.

Start a complaint

I have an account

Sign in and you will see everything you bought — just pick the item with the defect and send the complaint.

Sign in

I ordered without registering

Enter the e-mail you ordered with. We will send you links to your recent orders — from each of them you can file a request in one click, no password needed.

If you do not know it, leave the field empty — we will send you your last five orders.

You can also submit the request straight from your order detail — the link to it is in your order confirmation e-mail.

How the complaint works

Photos are the fastest way — we assess most complaints without you sending the goods.

1

Describe the defect

Choose the goods from your order, describe the defect and attach photos. You will immediately receive your request number (RA) by e-mail.

2

We assess it

We will get back to you by e-mail. If we need the goods, we will send you exact instructions on where and how to send them — until then you do not need to send anything.

3

We resolve it

Depending on the assessment we repair the goods, replace them or refund your money. You can track the request online.

Things to keep in mind

  • Defects caused by normal wear and tear or by using the goods for a purpose other than intended cannot be claimed.
  • For other defects, please check the goods and make sure they are not dirty or otherwise unhygienic.

We will keep you informed about the progress and outcome of the complaint by e-mail.

The item is not faulty, it just does not fit? Go to returns & exchange

Frequently asked questions

No. We first assess the complaint from your description and photos — for many defects the photos are enough. If we need the goods, we will write to you with exact instructions on where and how to send them.

Photos of the defect (ideally an overall shot and a close-up), a short description of how it happened and when you noticed it. For electronics the serial number helps too. The more we have, the faster we can assess it.

We keep you posted by e-mail. Some complaints are assessed by the manufacturer or a service partner, which can take longer — we will always tell you what stage your request is at.

Depending on the nature of the defect we repair the goods, replace them with new ones, or refund your money. We always write to you with the outcome and the reasoning.

The full wording is in our terms and conditions: Terms and conditions  · Right of withdrawal

Let us sort it out

The request takes a couple of minutes and you immediately know what happens next.

Start a complaint