DAMAGED, INCORRECT OR MISSING ITEM
On this page you will find all answers regarding damaged, incorrect and missing items.
Received damaged item
Despite our strict quality controls, have you received a damaged product? We apologize for this. Please contact us within 7 days of receipt if you would like to request a replacement item. Follow the steps below to speed up the process.
At the bottom of this page you will find 3 contact options. Choose contact via e-mail or WhatsApp. Because we need photos, it is not possible to do this via the contact form.
Please include the following information in the email or message:
- Order number + first and last name
- Name of the article in question
- Brief explanation of the damage
- Clear photos and/or videos of the damageSomeone from our team will then contact you as soon as possible to find a suitable solution together.
Received wrong item
Did you receive a different item than you ordered? We understand that this can be frustrating. Please contact us within 7 days of receipt to receive the correct item and follow the steps below so we can resolve this as quickly as possible.
At the bottom of this page you will find 3 contact options. Choose contact via e-mail or WhatsApp. Because we need photos, it is not possible to do this via the contact form.
Please include the following information in the email or message:
- Order number + first and last name
- Brief explanation of what went wrong
- Clear photos and/or videos of the incorrect item
- Your full address, so we can send you the correct itemSomeone from our team will then contact you as soon as possible to ensure that you receive the correct item. You will also receive a return label for the incorrect item.
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We request that you return the incorrect item within 14 days of receiving the return label.
Item missing upon delivery
Have you received your order, but is an item missing? Please contact us as soon as possible. We will be happy to look into it for you and ensure that you receive all ordered items as soon as possible.
At the bottom of this page you will find 3 contact options. Choose contact via e-mail or WhatsApp. Because we need photos, it is not possible to do this via the contact form.
Please include the following information in the email or message:
- Order number + first and last name
- Name of the item(s) that is missing
- Clear photos and/or videos of how the package arrived and which products were delivered.Someone from our team will then contact you as soon as possible to ensure that you receive all ordered items as quickly as possible.
Frequently Asked Questions
Depending on the contact method, you will usually receive a response within 1 business day. If you have provided all the necessary information and we have confirmed your request, we will usually send the correct item the same day.
Netherlands - 1 Business Day
Belgium - 1 to 2 working days
Germany - 2 to 3 working days
View average shipping times for other countries here.
If you receive a return label from us, we request that you return the incorrect or damaged item within 14 days of receiving the label.
You have 7 days after receiving your order to report the problem to us.
Yes, we need clear photos and/or videos to be able to quickly and properly assess and resolve the problem.
Do you still need help?
If your question has not yet been answered or you are experiencing problems, no problem, our team is ready to help you!
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