Loss / Package Acceptance / Complaint
1.
If the tracking status doesn't change, or if your package is marked as delivered but you haven't received it, please inform us via our contact form. In this case, we will initiate an investigation with the delivery service, which can take up to 30 business days. However, we strive to obtain a faster response and are in regular contact with the delivery service. We always seek the best solution for our customers.
2.
All our items leave the warehouse in perfect condition. If the delivery driver delivers products with obvious transport damage, please report this immediately to the driver by refusing delivery due to the damaged packaging. If possible, take a photo of the damaged packaging. The driver is required to document the return due to the damage. Please inform us of the incident as soon as possible via our contact form and send us a photo of the damaged packaging if possible.
3.
Once you have accepted the package, please check the products for damage, accuracy, and completeness immediately upon receipt. If the goods are damaged or incomplete, you must submit a damage report to a branch within 7 days, along with the package and its contents. Therefore, it is important: never dispose of damaged goods, as we will no longer be able to issue a refund afterward. You will receive the necessary form from us. It is crucial that you contact us immediately upon receipt. Please send us an email as soon as possible, and we will explain the next steps. No refunds can be issued after the 7-day period has expired.