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

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

Please contact our service team at with the following information:

  • Your customer number
  • Order number
  • Aritcle number that you ordered and should have received
  • Article number that you received instead

Do you have a return label?

Please contact our customer service (, you will receive a return label by e-mail. We will however not be able to organize for the goods to be picked up. Please return the goods to a local post office.

Has my return order arrived?

As soon as your return order has arrived and been checked, we will either refund the amount or send faultless goods.