I received the wrong product.

Have you received the wrong product? Please report this within 5 days of receiving your order so that we can check what happened.

Every order is checked against a picking list, reviewed by a second colleague and photographed before shipping. This allows us to verify afterwards which product was packed and dispatched.

Please send us:

• your invoice number;
• your first and last name;
• the product you ordered;
• the product you received;
• clear photos of the received product and, where relevant, the packaging.

If we confirm that you received the wrong product, we will agree the most suitable solution with you. In some cases, the correct product can be sent separately. If that is not possible or practical, we can credit the item and arrange a refund. We may also agree to add the amount as credit to your account or include the correct product with your next order.

We will also decide whether the incorrectly delivered product needs to be returned or whether you may keep it. If a return is required, we will send you a return label and further instructions.

If a return is required, the final administrative processing, such as a credit or refund, will be completed after we have received and checked the returned product.