Complaints

We understand that sometimes things don’t go as planned, and you might not be entirely satisfied with our products or services. While we always hope everything goes smoothly, mistakes can happen, because after all, we are all human, and mistakes can happen wherever people work. If you have a complaint, please don’t hesitate to contact us. We’re committed to resolving any issues as quickly and smoothly as possible. Once we receive your complaint, we'll do our best to handle it as soon as possible, but usually the same day. If more time is needed, you'll receive a confirmation and we'll make sure it's handled within 14 days. Of course, our goal is always to work together with you to resolve any issues or complaints in the best possible way.

Please keep in mind that not every problem can be fully resolved. For example, if your package was left outside in the rain by the delivery service but marked as delivered, or if it was placed in a container, somewhere else in your garden, in the hallway, lobby, elevator, or similar locations, it can be very difficult to prove. Only with a video recording we can take further action. Or if your package was delivered to a neighbor and opened by them, unfortunately, we cannot hold the neighbor responsible.

In such cases, we can start an investigation with the carrier and ask you to provide a non-delivery declaration, confirming that you have not received the package. Please be aware that submitting a false non-delivery statement is considered fraud and may have legal consequences. It is important to be honest about the receipt of packages and to resolve any delivery issues through the appropriate channels.

Since February 15, 2016, consumers in the EU have also been able to submit complaints via the European Commission’s ODR platform. This platform can be found at http://ec.europa.eu/odr. If your complaint is not already being handled elsewhere, you are free to file it through the European Union’s platform.

Did you receive the wrong item, the wrong size, is a product missing, or has something arrived damaged? Please do not return the item yet. Instead, don’t hesitate to contact us. Once we receive your email, we’ll do our best to handle it as soon as possible, usually the same day. If more time is needed, you’ll receive a confirmation, and we’ll make sure it's handled within 14 days.

If your complaint concerns a defective or missing item, please contact us via email. Be sure to include your order number and photos of the defect. We’ll review your request and work together with you to find the best solution.