Complaints Conditions Policy

We deeply value our customer feedback and are committed to ensuring a fair, efficient, and courteous resolution to any complaints you might have. Our Complaints Conditions policy outlines the steps both customers and our team will follow in the event of a complaint.

  1. Valuing Customer Feedback:
    1. We believe that your feedback is crucial in helping us improve our services and customer experience. Every complaint is an opportunity for us to better understand your needs and enhance our offerings.
  2. Commitment to Resolution:
    1. Our team is dedicated to resolving any issues you may encounter with fairness and efficiency. We understand the importance of addressing your concerns promptly and courteously.
  3. Customer Complaint Process:
    1. If you have a complaint, please reach out to us through our Contact Form below also available in the site footer. You may also reach out to us over email at [email protected].
    2. Clearly describe the issue and provide any relevant details (such as order number, dates, etc.) to help us understand and address your complaint effectively.
    3. We encourage you to contact us as soon as an issue arises to enable swift resolution.
  4. Merchant's Steps for Resolution:
    1. Upon receiving your complaint, our team will acknowledge it within 8 hours during Central European Business hours. In most cases, you can expect an answer much sooner, and outside these hours too, on weekends.
    2. We will review your complaint thoroughly and may contact you for further information if necessary.
    3. A dedicated team member will be assigned to your case to ensure it is handled with the attention it deserves.
    4. We aim to resolve complaints within 2 business days. However, if it's a complex issue requiring more time, we will keep you informed about the progress.
    5. Once a resolution is reached, we will communicate the outcome to you and ensure that any agreed-upon actions are implemented promptly.

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