To help you as quickly and easily as possible, we may ask you to send us a few photos when submitting a complaint.
📸Why are photos necessary?
The photos allow us to review your case in advance and find the most suitable solution for you.
They often help us determine whether, for example:
- there is a material or manufacturing defect
- the product was damaged during transport
- the wrong item was delivered
- further information is required
This enables us to process your complaint more quickly and may help avoid unnecessary returns.
Which photos are required?
Depending on the issue, we usually ask for:
- 📷 one full photo of the product
- 📷 close-up photos of the affected area
- 📷 if applicable, a photo of the shipping box or packaging
Our customer service team will, of course, let you know which photos are required in your specific case.
Do I need to return the item immediately?
No.
Please wait until you have received a reply from our customer service team before returning the item. This allows us to find the best possible solution together.
What happens after the review?
As soon as we receive the photos, we will carefully review your case and contact you as quickly as possible with a suitable solution.
💚 Our goal is to make every complaint as simple, fair and straightforward as possible for you.