Complaints
What if something arrives damaged?
Of course, we make every effort to package and ship the products as well as possible. Unfortunately something can always happen along the way that causes damage. Please contact us as soon as possible via our e-mail address. Preferably within 2 business days. In this email, send photos of the item, THT, batch number, shipping box, item number and your reference number.
What if an incorrect item was delivered?
We check very closely that the correct items go into the package. Because we work with people, it can occasionally happen that a wrong article is sent. We greatly appreciate it if you contact us in these cases, so that we can offer a solution. By reporting this you also help us to avoid these mistakes in the future. Please let us know within 2 working days. Please include photos of the item, shipping box, item number and your reference number in this email.
If you have a complaint regarding your order, delivery or our service, we urge you to use the form below and provide all information to us.
We would like to receive the following from you:
- A photo of where the item is damaged
- A picture of the expiration date and batch code
- Your reference number by which you ordered the item. This can be found on the right side of the packing slip (starting with DLS)
- The article number of the article that was delivered broken<br>After we have received all of the above information, we will be able to process your complaint. You will receive a substantive response to your complaint within 14 days.
If you can not solve your complaint directly with us, you can also go to the European online dispute platform.