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ENG: Problem with delivery: damaged, incomplete or faulty product

Name:*
Email:*
Invoice number:*
Date of arrival of the package:*
DD slash MM slash YYYY
What would you like to report?*
- Damaged package and / or item(s) on delivery
- Damaged or faulty item(s) or part(s)
- Missing part(s) from an item
- Missing product(s) from the package
- Wrong product(s) received
Was the package (box) damaged upon delivery?*
Have you registered the damage with the courier?*
Please note in case you did not ask to write a report of damage with the delivering person, transport companies do not pay compensation for the damage.
Which item(s) were damaged? Please specify article number, name, and describe the damage.*
Please attach pictures of the damage:*
Drop files here or
Max. file size: 512 MB.
Which item(s) or exact part(s) of an item was damaged, has quality problem or cannot be used as intended? Please specify article number and name, and describe the problem with the item or the fault.*
If you are not sure if the item is damaged or just has natural characteristics, check our FAQ section about complaints.
Please attach picture or video of the fault. Also send us a picture of the original product code and batch number.*
Important: In case only a part of an item is damaged (like a piece from a whole set), try to attach a picture of the whole set so we can easily and securely identify which piece it is. We also need a picture of the original barcode / code and /or batch number of the product, so we can identify it.
Drop files here or
Max. file size: 512 MB.
Which item(s) has a missing part? And which part was missing from the original packaging? Please specify article numbers and names.*
Please attach picture of the full set, so we can identify the missing piece with security*
Max. file size: 512 MB.
If a piece or pieces of the item were missing or damaged, as a general practice of our partners, we will try to resend those parts. Or in case the parts cannot be replaced safely, we will exchange the item(s). Please provide the delivery address and contact details, where we (or our manufacturing partner) can send you the pieces - and also pick up the damaged item(s) in case of an exchange. Please specify name, address, email and mobile number.*
Sending a replacement part or exchanging the item might not be always possible though. In this case what would you prefer?*
- Returning the item (arranged by us) and receiving a refund of the original costs
- Keeping the item with a discount on price (issued as a store voucher)
Which item(s) were missing from your package? Please specify article number and name.*
If an item was missing from your package, we will check where the mistake might have been and we will try to send you a replacement as soon as possible. Please specify name, address, email and mobile number for delivery.*
Which item(s) did you receive instead of which one? Please specify article numbers and names.*
If we sent the wrong item with your package, we will check where the mistake might have been and we will try to exchange it as soon as possible. Please specify name, address, email and mobile number for the delivery of the new item and where our courier can pick up in exchange the items.*
I understand...*
...that the damaged, faulty or wrongly sent item has to be in an unused condition, with the original packaging and stickers preserved. I also understand that a return transport might need to be arranged on request, and a courier might need to pick up the damaged or wrongly sent item for return (free of charge to me)
Consent*
I have read and agree with the Privacy Policy, and I consent that my data will be handled in accordance with it.