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A direct exchange option is only available for items that are damaged or incorrectly delivered. If you need a different size, we kindly ask you to place a new order.
In the event of a defect or damage, you are welcome to document the issue on the return form under return reason 11 and send the item back to us. We will arrange a replacement delivery if possible or repair the item for you. If the item is no longer in stock or repair is not possible, you will receive a credit for the item.
If you have accidentally received the wrong item, we sincerely apologize for the inconvenience.
Please contact our customer service team immediately, either by phone or email. Provide us with your order number and a detailed description of the issue. We will do our best to offer you a satisfactory solution as quickly as possible.
If items you ordered are missing from your package, please proceed as follows:
Damaged package: If your package was damaged during delivery, please contact us immediately. Additionally, you should have a damage assessment carried out at your nearest DHL service point within 7 days.
Undamaged package: If the package is intact but items are missing, please contact us directly. We will investigate the issue promptly and assist you further.
