How do I request replacement parts?

Report the issue from your order details and include:

• Your order number
• The product name and the part numbers of any missing or damaged pieces (refer to the instructions)
• Relevant photos and a description of the issue

Replacement costs

How are replacement parts shipped?

To avoid unnecessary international shipping costs, we offer two options:

• Together with an order: If you have an order that has not shipped yet, or plan to shop with us again, we can include the replacement parts in that parcel at no extra charge where possible.
• Sent separately: If you would like the parts sooner, contact us to arrange a separate shipment. Whether shipping is chargeable depends on the reason for replacement. We will explain this beforehand.

How long does it take?

Availability and timing depend on the supplier's stock, the type of part and international shipping. We will let you know the expected arrangements once confirmed.

If suitable replacement parts are unavailable, we will offer another reasonable solution based on the situation, which may include an appropriate refund, return or exchange.

Cancelling an order

Before your order ships, you can request cancellation through Report an issue in your order details. Once the parcel has been handed to the carrier, it can no longer be cancelled directly. If you no longer want the item for personal reasons, please request a return after receiving it.

Returns & refunds

Request a change-of-mind return within 14 calendar days of delivery. Items must be unopened, unassembled, with complete accessories and packaging. Opened blind boxes, cut parts, assembly, glue, paint or modifications are excluded from change-of-mind returns. These conditions do not restrict defects, missing parts, incorrect items or statutory remedies. Obtain return instructions first. You pay change-of-mind return shipping; we cover reasonable necessary return costs where we are responsible.

Missing parts, damage or product issues

If your item arrives with missing parts, damage or a quality issue, or you receive the wrong item, please contact us with your order information and relevant photos. Depending on the situation, we will help arrange replacement parts, a replacement shipment or a refund.

Delivery problems

If a parcel is lost, cannot be delivered or has another delivery problem, please contact us promptly so we can investigate. You do not need to wait for delivery before reporting a problem.

How refunds are returned

For an eligible return, we inspect the returned item and initiate a refund to the original payment method within 7 working days of receiving it. If no return is required, we initiate the refund within 7 working days of approval. Your payment provider or bank may take additional time to post the funds; we provide refund confirmation. Any earlier statutory deadline, different starting date or right not to return goods before refund takes precedence; inspection will not postpone a mandatory deadline.