First of all, a big sorry! This should not have happened. We will make sure you quickly receive the correct item – with no extra costs and without a paperwork marathon.
Step by step to the goal
1) Get in touch – please in writing
- Use email, contact form or WhatsApp – whichever channel you prefer.
- Subject tip: “Wrong item received – Order no. [your number]”
2) We need this information
- Order number
- Photos of the incorrectly delivered item (box label)
- Preferred solution: Reshipment of the ordered item or cancellation (refund)
- Optionally helpful: brief info on whether the box is reusable (for collection/shipping)
3) We get started
- We check your details/photos and confirm the next step to you.
- Reshipment: We will send you the correct item as soon as possible once the wrong item has been collected from you. If you urgently need your desired item, please let us know.
We will certainly find a solution for this. - Cancellation: We will refund the purchase price after receiving the incorrectly delivered item back.
We'll take over from here
- We usually get back to you within 24–48 hours.
- We arrange collection/shipping appointments individually with you.
- We will initiate reshipment immediately as soon as you have provided us with proof of collection by the shipping company
(a photo is sufficient). - We start the refund directly upon proof or after receipt of the returned goods –
you will be informed by email each time.
Return of the incorrectly delivered item
Relax – the return journey is on us!
- Free collection from the kerbside.
We will commission the shipping company, and they will contact you to arrange a collection appointment.
Important notes
- Do not assemble or use the item to ensure a smooth return.
- Please keep the pallet, packaging and accessories if possible (including protective materials).
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