Complaints

Help & Support

Report a complaint or delivery issue

Choose the case that best matches your issue and send us all required information right away. This helps us review your request quickly and find a suitable solution.

Shipment not received Package damaged / contents missing Wrong item Item arrived damaged Defect / quality issue
Shipment not received Damaged package Wrong item Transport damage Quality issue

Please send us all required information right away.

Without complete information, we may not be able to process your request. Please only return items or packages once you have received return instructions from us.

What counts as a complaint?

A complaint applies if there is a material or manufacturing defect, or if a defect has occurred without external impact.

What usually does not count?

Normal signs of wear or damage caused by improper use are generally not considered a complaint.

Why do we need photos?

Photos help us assess the case quickly and involve the shipping provider in the event of delivery or transport damage.

Overview

Choose the right case

Case 1

Shipment not received

According to the tracking status, your shipment was delivered but has not arrived with you? Before contacting us, please check with neighbours or household members, the drop-off location, a parcel shop or pickup station, and your mailbox.

Please check first

  • Neighbours or household members
  • Drop-off location, e.g. garage, terrace or pickup station
  • Mailbox

Information we need

  • Order number
  • Short confirmation that you have checked the places listed above
  • Completed recipient declaration for the investigation request

For further review, we need to submit an investigation request to the shipping provider. We can only check the case with your cooperation.

Case 2

Package damaged and contents missing / empty shipment

Your package has arrived, but the contents are missing in whole or in part? Please make sure to keep the package, shipping label and any contents you received.

For DHL

Please report the damage directly to DHL within 7 days of delivery.

  • Fill in the DHL damage report form
  • Hand in the shipment together with the form at a DHL branch
  • Have the drop-off or a copy of the damage report confirmed

For DPD

Please report the damage to us on the day of delivery.

  • Send all relevant information and photos
  • Make sure to keep the package and contents
  • Document the damage as completely as possible

Benötigte Informationen

  • Order number
  • Photo of the outer packaging from all sides
  • Photo of the shipping label
  • Photo of the package contents as received
  • Brief description of what is missing

If the damage is not reported within the required timeframe, it may not be possible to process the claim.

Case 3

Wrong item delivered

Did you receive a different item than the one you ordered? Please send us the following information so we can check your order quickly.

Order number

So we can match your order.

Photo of the item received

Please take a clear, well-visible photo.

Optional: ordered item

Screenshot or short note about the item you ordered.

Case 4

Item arrived damaged

Was your item damaged during delivery? Please report the damage as soon as possible so we can review the case correctly.

Photos of the damage

Please send close-up photos of the damage.

Photo of the packaging

Please also photograph the box, envelope or shipping packaging.

Order number

So we can quickly match your case.

Case 5

Complaint: defect or quality issue

This case applies if there is a material or manufacturing defect, or if a defect has occurred without external impact.

Please note

Normal signs of wear or damage caused by improper use are generally not considered a complaint.

Order number

So we can quickly find your purchase.

Description of the problem

What happened and when did you notice the defect?

Photos of the item

Please send an overall view and a close-up photo of the issue.

Process

What happens next

Step 1

Choose the right case

Check which description best matches your issue.

Step 2

Collect information

Collect your order number, description, photos and any required forms.

Step 3

Send request

Send us all information via the contact form or by email.

Step 4

Receive feedback

We will review your case and get back to you with the next steps.

Frequently asked questions

Questions about complaints

Can I send the item back right away?

Please only send the item back once you have received return instructions from us. This allows us to assign your shipment correctly and process it quickly.

Why do I need to send photos?

Photos help us review the damage or defect more accurately. In the case of shipping or transport damage, they are also important for reporting the issue to the shipping provider.

What happens if information is missing?

If information is missing, processing may be delayed or the case may not be fully reviewed. Please therefore send all information listed for the relevant case right away.

Can I complain about engraved or personalised items?

Yes, if there is a justified defect. Personalised items are excluded from regular exchanges, but can of course be reported if there is a defect or quality issue.

Do I need to submit anything to DHL myself?

For damaged or empty DHL shipments, the damage must be reported directly to DHL within 7 days of delivery. Please make sure the drop-off or damage report is confirmed.

Contact

Would you like to submit your request?

Send us the relevant case, your order number, a short description and all required photos or forms. Our customer service team will get back to you with the next steps.

Submit request