Help
We apologize if your product arrived damaged or if some items are missing. Our aim is to always deliver products that meet our customers' expectations. Nonetheless, if you find that our product is defective, please reach out to us and file a complaint. We will do our best to address your concerns and resolve the issue as soon as possible.
Please contact us via [email protected] or our contact form.
Order number (it will be available on the website in the “My account – orders” panel, or in the email confirming your order).
Your personal details: first and last name, telephone number, and e-mail address as well as the address where the defective product is located.
Detailed description of the defect/failure of the product.
Photos or videos accurately showing the defect/failure of the product.
For transport-related issues, the following document should also be included with your complaint :
Damage report filled out in the presence of the transporter at the reception of the goods.
Any deficiency in the above information may result in a prolongation of the complaint process or may lead to a rejection of the complaint.
We will handle the complaint within 14 calendar days, but we will do our to resolve each case as soon as possible. In this time, we will carefully review the case you have submitted and contact you to inform you of the decision and/or next steps. We may also ask you for additional information.
Unfortunately, if we do not get additional information required in order to process the case within 14 days, the request will be cancelled. In certain circumstances, we may also reject the complaint. In such case, the explanation of the reasons for such decisions will be provided.
Please note that if you object to our decision, the 14-day deadline does not apply - we will respond to your objection as soon as possible.
Once you have received a positive decision regarding your complaint, we will make every effort to resolve it as soon as possible. If reasonably possible, we will first offer you a reduction in the price of the product, or repair or replacement. If this is impossible or excessively expensive, we may offer you cancellation of the purchase contract or replacement of the product.