Submit a complaint

Make sure you’ve read the information below

Please note that while we offer the option to submit a complaint, this does not guarantee that compensation, replacement, or other outcomes will be granted. Each case is assessed individually based on the nature of the issue in accordance with our terms and conditions.

This complaint form is specifically intended for reporting defective, damaged, or incorrect products and feedback on customer service. If you simply wish to return a product that is unused and not faulty, please visit make a return claim instead.

If you purchased your product from one of our authorized retailers, please contact them directly regarding any returns, complaints, or inquiries. They are responsible for handling all customer service matters related to purchases made through their store.

If you are a business customer, this is not the correct channel for submitting complaints. Please visit our B2B service portal to ensure your request is directed to the appropriate team.

FAQ

How do I file a complaint or give feedback?

We welcome both complaints and suggestions. You can reach out to our support team via our contact form below. We take all feedback seriously and aim to improve based on your experience.

I received the wrong item. What now?

Apologies for the mix-up! Please send us a message with your order number and a photo of the item you received. We’ll correct the mistake right away.

My order is missing an item. How can I fix this?

We’re sorry to hear something’s missing! Please double-check the packaging, as some items might be packed separately. If the item is still missing, contact us with your order number and a short description of the issue. We’ll resolve it quickly and make sure you get what you ordered.

The product doesn’t match the description. Can I return it?

We aim to describe our products accurately. If something isn’t as expected, please contact us with details and we’ll assess the situation. If we’ve made a mistake, we’ll offer a return or replacement.

I’m not happy with the taste/quality. Can I return it?

We’re committed to high-quality standards and value your feedback. If you believe a product didn’t meet expectations, please let us know with your order number, product number and a description. We’ll look into it and may offer a replacement.

Why was my order delayed?

Delays can sometimes happen due to high demand, weather, or shipping issues. We always do our best to get your order out on time. If your order is delayed, check your tracking link or contact us for updates.

The product I received is close to or past its best before date. What now?

We strive to ensure all products have a long shelf life at delivery. If you received a product that’s too close to expiry or past its best before date, let us know with your order number and picture of the production date and we’ll send a replacement or issue a refund.

I got charged incorrectly. How do I get a refund?

If you suspect you were overcharged or billed incorrectly, please contact us with a screenshot or description of the issue. We’ll investigate and issue a refund if applicable.

Still want to submit a complaint? If you’ve reviewed the information above and would like to proceed, click the button below.

Submit a complaint