service

How to reach customer service

Short answer: Write to customer service with your order number and a short description of what it is about. The case can then usually be solved in the first reply, without more emails going back and forth.

Have your order number ready

The order number is in the order confirmation and lets your case be found straight away. Without it, customer service first has to search for the order by name, address or date, which takes time. Put it at the top of your message or in the subject line, so it is seen first.

Keep it short

A short description of what has happened and what you would like saves a few emails back and forth. Say which item it concerns, what the problem is, and whether you want an exchange, a return or simply an answer. Two or three sentences are usually enough to explain it.

Pictures help

If something is wrong with an item, attach a picture. It is quicker than a long description and shows exactly what you mean. Take one picture of the whole item and one close up of the problem. Make sure the light is good, so the details can be seen clearly.

One case at a time

If your enquiry covers several things, keep them in the same thread rather than sending several emails. Reply to the email you received instead of starting a new one. That keeps the whole history in one place, and whoever replies can see what has already been agreed.

Returns and exchanges

If it is about a return or an exchange, you can start it yourself in the returns portal without writing to anyone. The portal guides you through the steps, and you only need the order number and your email address. It is often the quickest route. See how it works under returns and exchanges.

Delivery

If it is about a delayed parcel, check the tracking in the dispatch email first. It shows where the parcel is and whether it is ready for collection. Many delivery questions are answered there. If the tracking has not moved for several days, write to customer service. Read more about delivery.

Check the answers first

Many questions are answered in advance, for example about payment, delivery, sizes and returns. It is worth looking there before you write, because the answer is ready at once, whatever the time. If you do not find it, you are well prepared when you write. See the frequently asked questions.

Use the same email address

Write from the email address you ordered with, if you can. Your message can then be linked to the order at once. If you use another address, include the original one in your message. That makes the case easier to find and ensures order details only go to the person who ordered.

The terms

Many answers rest on the terms that apply to every purchase in the shop, such as returns, exchanges and payment. If you know them beforehand, you also know what to expect from the reply. The full terms are in the terms and conditions, which you can read at any time.

The quickest route to an answer

The quickest route is a short message with the order number, a clear description and ideally a picture. With everything included from the start, the case can usually be solved in the first reply. For a return, use the portal, and for a parcel, check the tracking first.

Frequently asked questions

What should I include?

The order number and a short description of what it is about. If something is wrong with an item, attach a picture as well, so the case can be solved faster.