I'm missing an item in my order, what should I do?

We may have sent your items in separate parcels. Please check your shipment confirmation email and click on the tracking link provided. If your order has been sent in two separate parcels you will see two separate tracking numbers on your tracking.

If an item is missing, please contact our specialist team by using the CHAT SUPPORT service at the bottom of this page. We will resolve the issue as quickly as we can.

Frequently Asked Questions

Q. What should I do if my parcel arrives damaged?

A. Please contact our Customer Service as soon as possible and provide photos of the damaged parcel and its contents.

If your order was delivered by DHL, please take the parcel to a post office within 7 days to obtain an official damage report.

Once we receive all required information, we will review your case and inform you of the next steps, such as a refund or replacement.

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CHAT SUPPORT

CHAT SUPPORT Operating Hours:
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed : Christmas Day and Easter Sunday.
Please note that our CHAT SUPPORT Service will only be available in GERMAN.

By Phone

Customer Care Operating hours: Mon-Fri: 10:00-17:30
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed: Christmas day and Easter Sunday

By Phone

030 255 585 838

Customer Care Operating hours: Mon-Fri: 10:00-17:30
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed: Christmas day and Easter Sunday

I'm missing an item in my order, what should I do?

Q. What should I do if my parcel arrives damaged?

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