FAQ > I received wrong items

We are truly sorry for this inconvenience. Human error may occur sometimes and you might receive incorrect products or even the wrong package by mistake. 

If you received wrong items or package, please open a support ticket and take photos of all the packages and content together. We will request multiple photos of package and items from you and we will start an investigation with our shipping department. Please note that all packages and included items photographed by warehouse before dispatch as well as their shipment labels. After verification of claim, we will provide solution to shipment of correct items immediately. In rare cases, some products can run out of stock before we can ship it, in this case we may offer refund as discount coupon.

Please note that:

• Issue can be reported only within 14 days after receiving the package. Please thoroughly check everything upon receiving.
• Please provide high resolution photos. We cannot accept low resolution, cropped or edited photos as proofs. We need multiple, simple photos taken with modern smartphones or digital cameras. Re-shipping of products is only possible once substantial evidence is provided by customers.
• All packages and included items photographed by warehouse before dispatch.