Hello, how can we help?

Once a shipment has been packed, you’ll receive a shipping confirmation by email. The message includes a tracking number that allows you to follow that shipment on the carrier’s website. If your order arrives in more than one shipment, you’ll receive a separate confirmation and tracking number for each one.

What can be done if the tracking link is not yet active?

Please be patient — it may take several business days for the tracking to become active. Tracking is updated once our logistics partner completes the first scan of the shipment, and activation times vary depending on the carrier.

Please note that tracking updates are not necessarily made daily. If there have been no updates within 5–6 business days, or if you have any concerns about your delivery, our Customer Service team will be happy to assist you.

The order can also be viewed by logging into the customer account, where it is possible to see:

• the current order status
• delivery details and tracking number
• all previous orders.

Was the order placed without registration?

Create a customer account using the same email address used for the order, and the order will automatically appear in the account.

If your order hasn’t shipped yet, please contact our customer service and we’ll check whether the requested change is possible. If your order arrives in more than one shipment, please let us know which items you’d like to change or cancel.

Once a shipment is on its way, it can no longer be canceled. You can still return the items within 30 days of delivery. If your order arrives in more than one shipment, the 30-day return period starts when each item is delivered.

For full return instructions, visit our Returns page.

We want you to be satisfied with your purchases. If a product doesn’t meet your expectations, you can return it within 30 days of delivery.

Returned items must be unused and in their original packaging, and returns must be made via our shipping partners. For orders delivered to the United States, the original shipping costs are non-refundable and will be deducted from your refund.

How to submit a return request

To start a return, please fill out our return form.

When will I receive my refund?

We process returns within 14 days of the parcel being dispatched to our warehouse. You will receive a refund confirmation by email once your return has been processed. Refunds are always issued to the original payment method. For orders delivered to the United States, the original shipping costs are non-refundable and will be deducted from your refund.
 
If you are returning a product purchased by invoice, please ensure the invoice is paid by the due date as normal. Any reminder fees remain the customer's responsibility if the invoice has not been paid on time.

Limitations on the right of return

Please note that the right of return does not apply to:

• made-to-measure products outside our standard range, ordered separately from the manufacturer according to the customer's specifications
• products cut to a specific length, such as fabrics or webbing
• gift cards
• business customers, including Trade Program orders. 

For textile and hygiene products, such as bean bags, pet beds, towels, bed linen, and rugs, we accept returns for items that have been tried on with care. Cosmetic products must be unused and all seals intact.

Please see our return policy for more information.
 

Did you receive a faulty or damaged product? Submit a claim:

Please take photos of both the packaging and the product, and send them along with a detailed description via our claim form within three days of receiving your order.

Our Customer Service team will contact you as soon as possible. Please always keep the damaged packaging.

Items shipped from the same location are sent together once all of them are available. If your order includes items from different locations, it will arrive in more than one shipment. The estimated delivery date for each shipment is always shown at checkout before payment.

You can check the estimated delivery time:

• before placing your order on the product page and at checkout
• after placing your order in the order confirmation email and in your customer account.

Please note that delivery times for backorder items and restocks are estimates and may change due to supplier-related reasons.
 

Would you like to order a product that is not available in our online store?

We’re happy to check the availability of your desired product or spare part. Through us, you can also order products from the brands we represent, even if they are not currently part of our online selection. Please fill in and send the product inquiry form, and our Customer Service team will get back to you.

Sometimes a campaign or discount benefit may not appear at checkout as expected. In most cases, the reason can be found in the campaign terms. The most common reasons are:

• The benefit applies only to full-priced products.
• The campaign requires you to be logged in or to be a member of our loyalty program. Psst. Did you know that membership is free? Join here.
• The benefit cannot be combined with other discounts.
• The campaign is valid only for a limited time or for selected products.

 Please also note that campaigns apply only to new orders and cannot be added to orders that have already been placed.
 
We recommend checking the detailed campaign terms in our online store or in the message you received.
 

Would you like to use a discount code?

Discount codes can be added at checkout in the section "Add a gift card or campaign code". Click the button to open the input field for the code. Enter the code in the field and click the button.
 
Please note that:

• discount codes apply only to full-priced products
• only one discount code can be used per order.