How should I proceed if my products arrive damaged?

We package every order with extreme care, meaning that 99.8% of the time, they arrive without issue. We use exclusively high-quality, recycled, and long-term verified packages that reliably protect our fragile products during transport. Of course, all shipments are also insured.

If you receive an order with a noticeably damaged package, do not open it. Instead, return it to the delivery provider immediately. Or, request that it be unpackaged directly in front of the courier. We’ve prepared detailed instructions for you in paragraph VII. 3. of our Terms and Conditions.

If you discover the damage after opening the package at home, please send a picture or video of the broken products to our customer service colleagues. We’ll immediately send you new, undamaged products and collect the damaged items.