Complaints and returns

I have recieved a faulty item. How do I proceed? 

In case that you received a fautly item or a wrong item, please contact our customer service team ( and state the following deatils:

  • Order number
  • Customer number
  • Article number and titel
  • Description of the damage
  • Photo that clearly hows the damage

Complaints of delivered goods must be made within 14 days of receipt. In case of a justified complaint, we have the right to either financially reimburse or to supply faultless goods instead. Any returns require our consent and must be send in original packaging. Please see our general terms and conditions for detailed information. 

How can I cancel items of my order?

Please send an E-Mail to or call us at +49 25339199900. Unless otherwise agreed upon, a cancellation fee of up to 30% will be charged (see General Terms and Conditions).

I am missing parts of my order. How do I proceed?

Please check your order confirmation for the delivery dates. Due to varying availability of our products, it can be possible that not all items of an order can be sent in one delivery. You can also send an E-Mail to