A product is missing from my order. What should I do?

If a product is missing from your order, please report this within 5 days of receiving the order. We carefully check every order before it is shipped.

We work with a picking list, after which the order is packed and then checked by a second colleague. We also take photos of every order before dispatch. This allows us to review exactly what was packed if a question arises afterwards.

Please send us:

your invoice number;

your first and last name;

the product you believe is missing;

if possible, photos of the parcel and the items received.

We will then review the order for you. Sometimes an item turns out to be among the other products or packing materials; in other cases, our checks and photos may confirm that an item was indeed omitted.

A missing product is not automatically shipped separately, as an individual shipment involves relatively high shipping and handling costs. In some cases we may still send the product separately; this is assessed individually.

If a separate shipment is not the most suitable solution, we may include the product with your next order, refund the purchase amount or add the amount as credit to your account. We will always agree the solution with you.