We're sorry that something is missing from your package. We'll take care of it, and the following steps are the quickest way to resolve the issue.
Here's what to do:
1. Take a photo and check the content
Please photograph the package as you received it, including the outside of the packaging and the contents. Then check your delivery note to see which items are missing.
2. Contact us using our contact form
Contact us using the contact form and let us know which items were not included in the package. Please attach the pictures directly to your message so we can review the case more quickly.
3. We'll investigate the case with our warehouse
As soon as we receive your message, we'll contact our logistics partner to check whether an error occurred while packing your order.
4. Investigation with the carrier
If we can't identify an error in the warehouse, we'll initiate an investigation with our shipping service provider. To do this, you'll need to complete a form, sign it, and return it to us by email. Our Support Team will send you the form. Only then can the investigation be initiated, and it can take up to four weeks. We ask for your understanding that, unfortunately, we can't speed up this process.
Will the item be sent to me later?
Unfortunately, we currently can't offer subsequent delivery. If the items are found in the warehouse, we'll immediately issue a refund for the affected item to the original payment method.
Can I initiate a return in the meantime?
Yes, that's no problem. You can register the items you received for a return as usual and send them back. We'll handle the incomplete delivery as a separate case. You can also register the missing item in the returns portal and indicate there that it was missing from your package.
Do I still have to pay for the missing item right away?
No, of course not. You don't have to pay for anything you didn't receive. What happens next depends on how you paid:
You have already paid (e.g., by credit card or Apple Pay)
With these payment methods, the amount is charged immediately when the order is completed. As soon as our review is complete, we'll of course refund you the amount for the missing item.
You pay later (e.g., with Klarna or PayPal)
If you chose a payment method that allows you to pay only after receiving the goods, you can contact your payment provider directly to report that an item didn't arrive. This ensures that you won't incur reminder fees or other additional costs.