Defective Order

What if the product is defective?

Although we always produce and package our products with care, it can unfortunately happen that a product arrives damaged or defective.
In that case, we follow the procedure below:

Report within 5 days

Any defect or damage must be reported to us within 5 days after delivery. Unfortunately, reports submitted later than this cannot be processed.

Required photos

To properly assess the complaint and resolve the issue quickly, we require clear photos of:

• A photo of the outer packaging (with the DHL label clearly visible). Please include an overview photo so we can also assess any external damage.
• A photo of the inner packaging, including the protective or filling material as it was received
• Photos of the damage to the product, including both a close-up and an overview photo, showing how and where the item was placed inside the packaging

Assessment and solution

If the report (including photos) is received within 5 days, we will arrange a reprint of the item.
If the report is submitted later than 5 days, we are unfortunately unable to file a claim with the carrier.
In that case, we cannot fully compensate the defective item, and the right to a reprint will no longer apply.

Updated on: 03/07/2026