The process may vary depending on your delivery country.

Please contact our Customer Service team as soon as possible and select “Transport damage” as the reason. And send us clear photos showing the damage to the parcel and/or items. This helps us review your case quickly.

Our team will then get back to you with the next steps.

Important: Please report any transport damage or missing items immediately after delivery. Late reports may not be accepted.

Oops, we must have picked the wrong one in the warehouse – sorry for the mix-up!

Get in touch with our customer service immediately via our contact form using the contact reason “Wrong delivery” and briefly let us know what exactly went wrong. Please send us photos straight away that clearly show the following:

• • the item you received
• • the item number directly on the product (e.g. on the label)
• • the item number on the outer packaging (e.g. on the sticker on the shoe box)

We will then send you all the information for the return shipment. As we do not offer a direct exchange process, you can simply order the item you actually wanted again in the shop in the meantime.

Whether your parcel has just been delivered or your products show damage within 2 years: We take your request very seriously and examine every case very carefully.

Here is how to proceed:

• • Get in touch with our customer service immediately via our contact form using the contact reason “Product complaint”. Please send us a brief description of the defect and meaningful photos of the item.
• • For new deliveries: If the item already arrives damaged, also send us photos of the shipping box and keep it for the time being – there may be transport damage, which we can then check more effectively. In this case select the contact reason “Transport damage”.

Please note: In warranty cases we may have to contact our suppliers directly in order to find a solution. Processing can then take 8–14 days – please bear with us.

We examine every case individually and with the greatest care. The process looks like this:

• • Getting in touch: Contact our customer service via our contact form using the contact reason “Product complaint”.
• • Providing information: Send us a precise description of the problem and meaningful photos of the defect.
• • Initial review: Our team assesses the case based on your information.
• • Inspection: In some cases we request the item for further examination in order to inspect the defect physically.
• • Decision: After evaluating all the information, we decide on the solution individually.

Please note: We only make the final decision once the full examination has been completed.

Whenever there is a legitimate defect in the goods. This covers the following cases:

• • Damaged or defective goods: The item is broken or has functional defects.
• • Material or production faults: Faults that are attributable to manufacturing (e.g. seams coming apart or material breaks).

Unfortunately, some changes to items cannot be avoided in everyday use and therefore do not count as grounds for complaint. These include:

• • Natural signs of wear: typical signs of use such as abrasion, creasing or visual changes caused by normal wear.
• • Improper use: damage caused by using the item for a purpose other than intended or by excessive strain.
• • Incorrect care: damage caused, for example, by washing at excessively high temperatures or by using unsuitable cleaning products.
• • External influences: tears, cuts or scuffs that occurred after receipt of the goods due to external impact.

Please note: As normal signs of use do not constitute a material defect, we unfortunately cannot recognize these cases as complaints. Thank you for your understanding.

If none of this applies to your case, it is a product complaint. In that case get in touch via our contact form using the contact reason “Product complaint” and ideally attach a few meaningful photos of the defect straight away so that we can take a closer look.

Please report a complaint immediately after you discover the defect. The sooner you get in touch with us, the more efficiently we can examine the case and find a solution for you. Please note: You should report obvious defects or transport damage immediately after receiving the parcel.

We handle product complaints for store purchases directly in the store where you bought the item. Please bring the item and your receipt with you.