Quick answers for order issues

Did you receive the wrong product? Or is a product missing? Read more below.
Sorry for the issue! We will try to solve your unfortunate situation as soon as possible.

Received the wrong product?

Please send us an email with

  • your order number
  • a picture of the item you have received
  • a picture of the barcode and/or yellow label on the back of the product

Please don’t send the item back to us yet. We will make sure to provide you with a return label when you contact us. :)

Product is missing?

Please check the 3 scenarios below.

Damaged parcel

Was your parcel damaged upon arrival? Was it taped by the delivery company? Or is there anything else indicating, that an item could have been lost during transportation?

If so, please send us an email with

  • your order number
  • 5 pictures of your parcel from different angles to demonstrate the extent of the damage
  • info about which product was missing

Did you get two tracking links?

We have 2 warehouses, one in Denmark and one in Belgium. On some occasions, we ship your order from both warehouses, meaning the products will not be sent together and might not arrive at the same time. In this case, you will be informed in the same email in which we provided you with your tracking links.

None of the above

If the parcel is not damaged and there is only one tracking link in your email, we kindly ask you to reach out to us.

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