What if the outer packaging is undamaged, but the product is still damaged?

If the outer packaging of your order is undamaged, but the product itself shows damage upon unpacking, it is important to report this to us immediately. Although the box protects the products during transport, something can occasionally go wrong. The damage may also have occurred at the manufacturer.

In this case, follow these steps:

• Take photos: Clearly document the damage to the product with photos.
• Keep your order number handy: This allows us to immediately link your report to your order.
• Contact us: Send the photos and your order number to our customer service as soon as possible.

How is the damage handled?

Once we have received your report and acknowledged the damage, we will provide an appropriate solution:

Note: Check if the damage does not fall under regular product characteristics. Issues such as slight rust on steel, a color that is slightly different from the photo, small deviations in handmade products, or unrealistic expectations for a certain price range fall under the regular return procedure.

What if I have already thrown away the shipping packaging?

It is always best to keep the original packaging until you are sure you will keep the order, but we understand that this sometimes goes wrong.

If you have already thrown away the packaging, please consider the following:

• In case of damage: To file a damage claim, we need photos of the box to assess what happened during transport. Without these photos, it is very difficult for us to claim the damage from the delivery service.