DAMAGED, WRONG OR MISSING ITEM
On this page you'll find all the answers about damaged, wrong and missing items.
Received a damaged item
Did you receive a damaged product despite our strict quality checks? We're sorry about that. Contact us within 14 days of receipt if you would like to request a replacement. Follow the steps below to make the process as quick as possible.
At the bottom of this page you'll find 3 ways to contact us. Choose email or WhatsApp. Because we need photos, this can't be done through the contact form.
Please include the following in your email or message:
- Order number + first and last name
- Name of the item concerned
- A short explanation of the damage
- Clear photos and/or videos of the damageSomeone from our team will then get back to you as soon as possible to find a suitable solution together.
Received the wrong item
Did you receive a different item from the one you ordered? We understand how frustrating that can be. Contact us within 7 days of receipt to get the right item, and follow the steps below so we can sort it out as quickly as possible.
At the bottom of this page you'll find 3 ways to contact us. Choose email or WhatsApp. Because we need photos, this can't be done through the contact form.
Please include the following in your email or message:
- Order number + first and last name
- A short explanation of what went wrong
- Clear photos and/or videos of the wrong item
- Your full address, so we can send you the right itemSomeone from our team will then get back to you as soon as possible to make sure you receive the right item. You will also receive a return label for the wrong item.
Please send the wrong item back within 14 days of receiving the return label.
Item missing from delivery
Received your order, but an item is missing? Get in touch with us as soon as possible. We'll gladly look into it and make sure you have everything you ordered as soon as possible.
At the bottom of this page you'll find 3 ways to contact us. Choose email or WhatsApp. Because we need photos, this can't be done through the contact form.
Please include the following in your email or message:
- Order number + first and last name
- Name of the missing item (or items)
- Clear photos and/or videos of how the parcel arrived and which products were delivered.Someone from our team will then get back to you as soon as possible to make sure you get everything you ordered.
Frequently asked questions
Depending on how you contact us, you will usually hear back within 1 working day. Once you have sent us all the information we need and we have confirmed your request, we usually dispatch the right item that same day.
Netherlands: 1 working day
Belgium: 1 to 2 working days
Germany: 2 to 3 working days
See the average delivery times for other countries here.
If we send you a return label, please send the wrong or damaged item back within 14 days of receiving the label.
You have 14 days after receiving your order to report the problem to us.
Yes, we need clear photos and/or videos so we can assess and solve the problem quickly and properly.
Still need help?
Question not answered yet, or running into a problem? No worries, our team is here for you.
Response within 24 hours
Monday to Friday 08:00–17:00, Saturday & Sunday 11:00–16:00
Response within 24 hours
Monday to Friday | 08:00–17:00
Saturday & Sunday | 11:00–16:00
STEP 1
Scan the QR code with your phone's camera app.
STEP 2
A chat will then open in WhatsApp. We’ll respond as soon as possible after your message.
Having trouble scanning the QR code?
We recommend using email or the contact form instead.
Response within 24 hours
Monday to Friday 08:00–17:00, Saturday & Sunday 11:00–16:00
Choose your contact method