We’re truly sorry to read about your experience, and we completely understand your frustration.
Regarding the repeated damage during shipping, please know that we’re taking this seriously. Unfortunately, the damage to the products is often caused by mishandling during transit by the shipping company. That said, we are actively working on improving our packaging to minimize these incidents in the future.
As for the request for documentation: we ask for specific evidence to verify and process claims accurately, not to cause inconvenience. If you've uploaded it multiple times and still faced issues, we sincerely apologize — that's not the level of service we aim to provide.
The 24-hour reporting policy is in place due to insurance terms with our carriers, but we always strive to be flexible when possible, especially in recurring or international cases like yours.
Lastly, the shipping limit of 200 € is a logistical limitation related to certain distant destinations. Orders above that amount pose significant risks due to customs, carrier restrictions, and lack of coverage in some regions — we do not own or control the shipping companies involved.
We truly appreciate your feedback, and we’re reviewing this internally to improve our response times and claim handling. If you're still open to resolving the issue, please reach out again and we’ll do our best to make it right.
