Step 1: Submit an online claim

Log on to your account and then go to Order –> Claims –> Claims or directly to Claim Form. Choose relevant invoice number & relevant action and then follow the instructions. You will be prompt when specific information is required. Once the claim is completed you need to save it and send. Customer Care Team will review your claim during their opening hours.

• If you received a damaged product:

  Remember to attach a photo or a video of the damaged product. In most cases, the claim can be processed on the basis of a photo/video. We will decide whether it is necessary to send back the claimed product.

• If you have not received the product in the package:

  When submitting a complaint, you have the option of choosing whether the product should be sent to you in a separate order or added to the next one. You can also opt out of it.

• If a product does not meet your expectations:

  In this case you can always make a return from the Unique Satisfaction Guarantee within 30 days of receiving the package

• If you wish to report an adverse reaction to a product:

Submit a claim and complete the adverse reaction questionnaire that can be found online under Order - Claims/Returns - Adverse Reaction Questionnaire.

Step 2: Once Customer Service review your claim, you will be notified on further steps.

Remember to wait for the decision of the Customer Service team before returning the products. In many cases we are able to consider complaints without having to return the physical product to the warehouse.