Module // Complaints & recalls
Complaints & recalls
How to report a problem with an order, what we look at, which outcomes are possible under our Terms, and what happens if a batch is ever called into question.
Last updated: 18 September 2026Email us or use the contact form. Include your order number, a short description of the problem and photos wherever something is visible.
We pull up the order and payment record and the carrier's tracking record.
You get the outcome in writing. If a parcel is late or missing, we open an investigation with the carrier first and keep you posted while it runs.
You can reach us by email or through the form on our contact page: Contact page
What you ordered, when it was paid and what we shipped. Your order number is the fastest way for us to pull all of it up in one go.
The carrier's tracking record: when the parcel was handed over, scanned and delivered. For a parcel that is late or missing we file an investigation with the carrier, which takes a few days to come back.
For anything visible, a photo of the outer packaging, the product and the damage. The lot number is on the pack and available via QR code on our site.
Which remedy applies (replacement, refund, return) is governed by our terms and the withdrawal policy and is not repeated here. Your mandatory statutory consumer rights remain unaffected in every case.
Write to us first so we can try to settle it directly. We are neither willing nor obliged to take part in dispute resolution proceedings before a consumer arbitration board.
The full wording is in our terms and in the withdrawal policy:
A recall means we take a batch off sale and contact everyone who received it.
The batch comes off sale immediately, before we know the answer, and stays off sale while we look into it.
Everyone who received the affected product in the period in question gets an email at the address on their order, with what we know and what we are doing about it.
The recall goes on this page with the product, the delivery period, the date and the reason, so it stays visible after the emails have gone out.
No recalls (as of 18 September 2026). Nothing we have sold has been recalled to date.
Complaints and recalls go to this address. Please include your order number in your first message. We reply within 24 hours on business days.