For logistical reasons, we are unfortunately unable to offer a choice of haulage companies. We are also unable to pass on the haulage company's information, as they often work with subcontractors.
If the goods to be returned are forwarding goods, we will coordinate a pick-up date for the forwarding agent with you and assume the entire costs of the return.
If the parcels are smaller, however, we kindly ask you to return them to a parcel service provider of your choice yourself.
Tip: Always choose the same parcel service provider who was also responsible for the delivery of your goods. This is usually the cheapest option.
For a fast and smooth process we recommend you to use our return form. However, this procedure is not obligatory.
Once we have received your returned item, you will of course receive an email from us confirming receipt of your item.
Reimbursement depends upon the payment method. If you paid cash in advance, please send us your bank account details so that we can issue a refund. If you ordered via PayPal, credit card or Amazon, your payment details are already stored and we do not need any further information to issue a refund. Please note that refunds may take up to 14 days.
There is no established complaint period. There is a 10-year guarantee on all our wooden parts and a 2-year guarantee on accessories. Statutory provisions remain unaffected. Further information can also be found in our cancellation policy.
If you notice external signs of damage in transit upon delivery, ask the haulage company to indicate this on the delivery note. Damage in transit is unfortunately unavoidable and we will work with you to find a satisfactory solution. Ideally, you should first look at the assembly instructions and check for missing or damaged parts and take pictures as necessary. You should then contact us using the contact form, inform us of the affected parts and attach pictures. We will get back to you as soon as possible with a suitable solution.
If an item is missing, the process is very similar. Please first match up all parts with the assembly instructions and note which parts are missing You can then send this list to our customer service.
We will get back to you as soon as possible with a suitable solution.
We ask that you please accept the goods and do not refuse receipt. Ask the delivery person/driver to record all damage in transit on the delivery note and get in touch with us as soon as possible so that we can send you a replacement free of charge and find a suitable solution for you.
The return form is also used to exchange an item. Enter your e-mail address and order number and follow the instructions on the following pages. Our customer service will contact you as soon as possible to discuss how to proceed.