If goods purchased in our online warehouse has physical defects or is inconsistent with the order, the Customer may file a complaint within 14 days of receiving the shipment.

For defective or factory-damaged goods, we guarantee replacement with full-value goods.

If the shipment packaging bears signs of damage, write a damage report in the presence of the courier and do not accept the goods.

What does the complaint process look like?


  • To file a complaint concerning a product purchased in our warehouse, download the relevant complaint form, complete it and send it to

Complaint forms (please select the relevant form):

  1. For defective/damaged goods (download),

  2. For products inconsistent with your order (download),

  3. For missing producs (download),

  4. If you do not receive your shipment/shipments (download).


  • Within 14 days of receiving the complaint report, we will notify the Customer on the result of the complaint procedure.

  • If the complaint is accepted, they we will promptly send new goods (if available) or refund the money to the bank account.

  • If the complaint is found invalid, then we we will present a detailed substantiation.

We do not accept returns if the products have been stained or dirtied by the Customer, or when they have an unpleasant odour as a result of tobacco smoking or washing, and they have signs of usage.

NOTE! Only full completion of the form guarantees the complaint will be handled.

Every complaint report is handled individually.

If you have any uncertainties or further questions related to the complaint procedure, please contact us by calling 579 107 068 or by sending an e-mail to the address