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DAMAGED ITEMS:
We place great importance on quality and a smooth order process. Despite careful inspections, it may occasionally happen that an item arrives damaged.
Step 1
Please contact our customer service and provide:
- your order number
- a brief description of the damage
- a photo of the affected item
Step 2
Our team will review the case and, if possible, carry out an initial assessment.
Step 3
Depending on the situation, we will offer an appropriate solution:
- repair at cost (if possible)
- replacement
- store credit
We appreciate your support and understanding.
INCORRECT DELIVERY:
Wrong item received
Please contact our customer service and provide:
- order number
- item number (including size) of the received item
- item number (including size) of the correct item
Shipment marked as delivered but not received
Please first check the tracking information of your order.
If the parcel cannot be located, please contact our customer service and provide your order number.
We will then initiate an investigation with DHL.
If the parcel cannot be found or replaced within 7 days, we will take over the further handling with the shipping provider and keep you informed.
CONTACT:
E-Mail: service@unuetzer.com
Service hours:
Monday – Friday: 10:00 am – 5:00 pm
Saturday, Sunday & public holidays: closed
Response time:
up to 48 hours (on business days)