Complaint handling

Do you have a question about the handling of a complaint? You will find the frequently asked questions below. Is your question not answered on this page? Feel free to contact our Consumer Care Department. We are glad to help you!

You can report the complaint to one of our Consumer Care Department staff members by phone or by email. Our Consumer Care Department can be contacted by phone on number 0800 8362283. Complaints can be sent by email to Describe the complaint in your email and attach a clear photo of the complaint to the message. The Consumer Care Department can be reached Monday through Friday from 08:00-22:00 (8 am -10 pm) and on Saturday from 09:00-17:00 (9 am - 5 pm).
For a correct and quick handling of the complaint, please mention your name, address, city, and phone number. It is important for us to know whether the item has been purchased through the webshop or at a store. If the item was purchased in a store, please state the name of this store.
If you have sent the complaint by email, you will receive a confirmation of receipt from us stating that we will handle your complaint. If the item is to be inspected by our quality department, we strive to respond to the complaint within 24 hours (after receipt of the item). If we fail to do so because further investigation is necessary, you will be notified.