Problems with an order
Select a question to read the answer. If you arrive from the Guide page, the selected question opens automatically.
I received the wrong product. What should I do?+
Contact us with the order number and, if possible, attach a photo of the item received and the packaging.
An item is missing from the package.+
Contact us with the order number and tell us which item is missing. We will check the preparation and whether there are separate shipments.
The package arrived damaged.+
Photograph the packaging before discarding it and contact us as soon as possible with the order number and photos of the damage.
A product broke during transport.+
Do not use the damaged product. Send us clear photos of the contents, packaging and shipping label together with the order number.
I have not received my order.+
First check tracking, if available. If the delivery appears unusual or stalled, contact us with the order number.
Tracking is not updating.+
Updates can take time. If nothing changes for an unusually long period, contact us and we will check with the courier.
What should I send support when reporting a problem?+
Order number, a description of the problem and, when useful, photos of the product, packaging and shipping label.