I received the wrong item, what should I do?

We are sorry for the mistake 🙏 We know how important it is to receive exactly what you ordered, and we will help you sort it out as quickly as possible.

📦 What to do now

Open the request on our support portal, selecting "Received an item not ordered":

👉 Open a support request

The form will ask you for:

• 📄 your order number
• 📝 which product you ordered and which one you received by mistake
• 📸 one or more photos of the item received, the parcel and the shipping label

🚀 What happens next

• ✔ our team checks the mistake right away
• ✔ you receive a reply within 24-48 working hours
• ✔ we arrange the fastest solution (replacement or another procedure)

At no extra cost and with no stress for you 💙

⏳ If you have already opened a request for this case, please do not open another one: requests are handled in order of arrival and opening more than one only slows down the resolution.

✅ In short

• Open the request on the support portal
• Provide order number, what you ordered, what you received and the photos
• We help you sort it out, at no extra cost

If your order has not arrived yet, do not use the portal: write to us in the chat and we will check the shipment status together.

👉 Open the chat

Updated on: 18/08/2026