Resolution of disputes and complaints

We want you to be satisfied with your experience on our website. However, if you encounter a problem with an order, product, delivery, or billing, we offer a simple and transparent complaint resolution process.

1) How to submit a complaint

To help us resolve your issue as quickly as possible, please send us your message using one of the contact methods listed on the website (section Contactsection), and include the following in your message:

  • order number (and order date, if you have it handy)
  • full name and email address used for the order
  • description of the situation (what happened and what solution you want)
  • relevant photos/videos (if it is a damaged product, package, label, etc.)
  • any other useful details (e.g., AWB, courier, previous conversations)

2) Response and resolution time

  • We will confirm receipt of your complaint as soon as possible.
  • We will review the situation and provide you with a response within a maximum of 14 calendar days of receipt (usually much sooner).
  • If further verification is required (e.g., investigation with the courier company or batch/serial number verification), we will inform you of the steps and estimated time required.

3) Common situations we can resolve

Depending on the case, we may propose one or more of the following solutions, in accordance with applicable law:

  • product replacement
  • refund of the product/order value (in full or in part, as applicable)
  • re-delivery
  • issuing corrective documents (invoices, reversals, etc.)
  • other mutually agreed solutions

4) Important conditions

  • Please keep the packaging and product in the condition in which it was received until clarification.
  • If you notice any damage to the package upon delivery, it is helpful to take photos before unsealing it and immediately after opening it.
  • For consumable, unsealed, or used products, the resolution may depend on the nature of the problem and the applicable rights (legal guarantee of conformity/right of withdrawal/hygiene and safety).

5) Alternative dispute resolution (ADR) 

If we are unable to reach an amicable solution, you have the right to resort to alternative dispute resolution mechanisms (ADR).

We recommend that you contact us directly first, as we can usually resolve any situation quickly and amicably.

6) Merchant details

The merchant's full details (name, registered office, tax identification number, Trade Register, email) are available on the Terms and Conditionspage.