How to make a complaint
Something went wrong?
Everything can be solved. Just contact us, for example via email or the complaint form.
The most common reasons for complaints:
Cause | Solution | Reason for complaine Yes / No |
order not delivered - customer not contacted by carrier | contact us as soon as possible - we will track the shipment | yes |
order not delivered by the carrier within the specified time | contact the carrier to arrange an alternative date or storage location - if unsuccessful, contact us, we will find out the necessary information |
yes - if the carrier did not provide an alternative date or place to store the shipment no - if the carrier informed you or tried to find a solution |
damaged goods |
visibly damaged packaging - check the contents of the shipment before accepting, or refuse acceptance undamaged packaging - contact us, state the type and quantity of damaged goods and the order or invoice number |
no - if you accept a visibly damaged shipment from the carrier without checking the contents yes - if the shipment packaging does not show any signs of damage from the outside |
missing goods |
if the package is damaged, where could the goods have fallen out (see previous point) if goods are missing from an undamaged shipment - contact us - state the type and quantity of goods and the order or invoice number |
no - if you accept a visibly damaged shipment from the carrier without checking the contents yes - in all other cases |
expired goods | contact us | yes |
exchange of goods - goods other than ordered | contact us | yes |
inappropriately or mistakenly ordered goods - I will not use them, I request an exchange | contact us, specify the type and quantity of goods and the order or invoice number | no |
other reason | contact us and specify your reason | according to the stated reason |
A satisfied customer is very important to us. A tolerant customer is valuable to us. We try to minimize mistakes, but we cannot avoid them completely.
Complaints and their resolution are a priority for us, by law we have 30 days to resolve complaints, which we do not use.
We will resolve complaints within hours or a few days.
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