If a complete item is missing from your delivery, please first check your invoice and the tracking information. Orders may be split into multiple packages.
If the item is listed on your invoice but not included in any of the packages, please contact us as soon as possible after receiving the delivery.
1. Check invoice and additional packages
First check:
- Is the missing item listed on your invoice?
- Has your order possibly been split into multiple packages?
- Have you received multiple tracking numbers?
If an item is not listed on the invoice, it was not shipped with this delivery. Usually, you will find a corresponding note on your invoice.
An item that has already been paid for but not shipped will be refunded automatically.
2. Report the missing item
Please use our contact form
Select:
Order → Problem
Please send us:
- Order or invoice number
- Description or item number of the missing item
- Tracking number
- Brief description of the issue
- Information on whether the shipping packaging was damaged
- Photos of the box from all sides
- Photos of the fully opened package and the remaining contents
Additionally, if the packaging is damaged
Please photograph:
- The damaged area
- The shipping label
- The internal packaging
- The cushioning material
- The complete remaining contents of the package
3. Damaged or repackaged parcel
If the outer packaging is damaged, opened or clearly repackaged upon arrival:
- Do not dispose of the box and packaging material
- Do not use the remaining package contents initially
- Keep everything until we explicitly release it
The shipping provider may collect the parcel from the customer for inspection. If a collection is necessary, an appointment will be arranged.
If no collection takes place, packaging and contents may only be used or disposed of after our approval.
4. Statutory declaration
For further examination, we will provide you with a statutory declaration.
This is required for both externally damaged and undamaged packages.
The form:
- can be completed on a computer,
- must then be signed by hand,
- can be returned as a reply to our email or via the contact form.
The investigation begins as soon as we have received all the necessary documents in full.
An exception applies if the shipping provider has already sufficiently documented and reported the damage themselves.
5. What happens next?
We check, among other things:
- Shipping weight
- Packing and shipping data
- Stock availability
- Possible second shipment
- Possible re-delivery or cancellation
If necessary, an investigation with the shipping provider will be initiated.
We decide on the further course of action only after the investigation is complete.
6. Replacement or refund
If it is confirmed that the item is missing, depending on availability, the following is possible:
- Free replacement delivery
- or refund of the missing item
If the item is no longer available, a refund will be issued.
Completely empty package
If a package arrives completely empty, please also contact us as soon as possible via our contact form.
For this case, you will receive a separate form from us.
Accessory or component missing
If not the complete item is missing, but for example:
- a screw
- assembly materials
- an end cap
- a charging cable
- a power supply
- a component of a set
- or other accessories
a separate procedure applies.
Please use the knowledge article:
"What can I do if accessories or a component of my item is missing?"