All orders shipped from us are insured while in transit. This means the packages are insured in case they are lost or damaged.
We ask you to pay special attention to these two points:
Lost or delayed orders:
If an order has not arrived within the typical delivery time we ask you to first of all contact the courier quoting the tracking number we have supplied you with. If the courier company cannot locate the package or provide a delivery date please contact us and we will deal with the claim.
As soon as we have received confirmation from the courier company or postal service that a package has been lost we will be able to send a replacement order to our customer. For insurance reasons we will not be able to process replacement shipments until we have received this confirmation from the shipping company.
However, please be assured that we have full insurance for all orders so you will never lose out in case a package is lost.
Damaged items or items missing from delivery:
If a package arrives with visible damage please contact us before you have opened the package and check that all items are present and in good condition.
Please always contact us if a package is damaged, opened, wet or has been tampered with.
Wherever possible please take a digital picture of the package and the contents and email it to us - we will then deal with the courier company in relation to insurance and compensation.
If you are ever in doubt whether a package has been opened or damaged please contact us first and we will give further advice.
Friendly customer service representatives can assist you in English, German and Italian and are available Monday through Friday from 08:00 AM - 5:00 PM (GMT). You may also contact us through email at firstname.lastname@example.org.