Complaints & returns

Complaints (Damaged Items) & Breakage DE

How long can I return products?

You have the option of returning the products within our 30-day return period.

My goods arrived badly damaged or broken, what can I do?

Please use our contact form and send us a photo and the item description. We will get back to you as soon as possible with a suggestion as to how we should proceed in each individual case.

How can I submit my complaint?

Instructions for complaints via Returns portal:

1. Please enter your order number and the postal code used to place the order.
2. Then select the items you wish to return.
3. Please register a separate return in the portal for each return package so that you are provided with the appropriate number of return labels. Depending on how many items you wish to return or the product type (e.g., lamp, vase, etc.), it may be necessary to split the return into several packages – even if you only received one.
4. Select whether you would prefer a refund or a new shipment for the respective item.
   Please note that only a 1:1 replacement is possible for goods that, for example, have minor defects. The corresponding replacement shipment will only be sent to you once the defective item has arrived at our warehouse and has been inspected.
5. Pack the items well to avoid transport damage. It is best to use the package and packaging materials you received from us.
6. Once your complaint has arrived at our warehouse and been processed, you will receive a confirmation email from us. You will receive a refund for the defective item(s) within 14 working days of receipt of the complaint using the payment method originally used for your purchase.

Is an exchange possible?

An exchange is only possible within the applicable return conditions. Please note that only a 1:1 replacement is possible for goods that have, for example, minor defects. The replacement delivery will only be sent to you once the goods complained about have arrived at our warehouse and have been checked. If it is an item from a set, please also use our contact form.

Returns DE

How long can I return products?

You have the option of returning the products within our 30-day return period.

Where can I register my return from Germany?

Would you like to return items?

Instructions for complaints via Returns portal:

1. Please enter your order number and the postal code used to place the order.
2. Then select the items you wish to return.
3. Please register a separate return in the portal for each return package so that you are provided with the appropriate number of return labels. Depending on how many items you wish to return or the product type (e.g., lamp, vase, etc.), it may be necessary to split the return into several packages – even if you only received one.
4. Select one of the specified return reasons.
5. Select the option for a refund/money back for the respective item.
6. Pack the items well to avoid damage during transport. It's best to use the package and packaging materials you received from us.
7. As soon as your return has arrived at our warehouse and been processed by us, you will receive a confirmation email from us. You will receive a refund for the returned items within 14 business days of receipt of the return using the payment method originally used for your purchase.
8. Payment via KLARNA:
   Please note that if you have chosen Klarna as your payment service provider, you must register your return in your Klarna account yourself in order to pause payment of the invoice for the duration of the processing. This will avoid additional costs, such as late payment fees.
   You can find the corresponding return instructions from Klara here.
   Procedures for submitting a return and payment break with Klarna:
   1. Log in online or in the Klarna app and select the purchase for which you want to submit a return. Select "Submit a return" from the provided options.
   2. When submitting a return with Klarna, you must ensure that you provide your return documentation (return tracking number or return receipt number). If you returned your goods by mail, Klarna will use this information to receive updates about your return from the store. If you returned your goods in-store, Klarna will give the retailer additional days to process your return.

Please note:

To reduce the environmental impact, we charge a small return fee. The refund will be made less the return fee.

Germany: 5 €

When can I expect the refund?

You will receive a refund for returned or complained items within 14 working days of receipt and inspection, using the payment method you originally chose.