Customer satisfaction is our top priority. If something ever doesn't work out quite the way it should, we'll find a solution you're happy with. You have our word on that.

Here we've put together a few points for you that can show you the way if the worst comes to the worst.

• I've just bought the wrong thing or forgot an item. Can I correct that?
• Can I exchange an item?
• How do I return an item?
• My package arrived damaged. What now?
• One of my items arrived damaged/defective. How do I get a replacement?
• I can't remember my password. How can I log in now?
• Your online shop isn't working properly for me. Can I report that?
• How can I reach you?

Wrong purchases and exchanges

Before shipping

You've just forgotten an item in your order? Or bought the wrong item? Better be quick!

Please contact us by phone right away so that we can take your requested changes into account immediately. In principle, changes are no problem, but they depend very much on the processing status of your order. Once we have shipped your order, we can no longer make any changes to the contents of the package.

After shipping

Your new inline atomizer has finally arrived and now it doesn't fit? We know that feeling.

If you'd like to exchange an item afterwards, we'll definitely find a solution that puts a smile back on your face. Simply give us a call or send us an email. We can process your exchange request fastest if you tell us the order ID of your item. We sent it to you by email. If you ordered as a registered customer, you'll also find it in your "My Aquasabi".

• Get first aid here
• Go to My Aquasabi

Withdrawal

If you'd like to exercise your right of withdrawal and return one or more items, you'll find more information on the exact procedure in our cancellation policy.

• Read the cancellation policy
• Get first aid here

Shipping damage

We only ship insured packages. If a package is damaged on its way to you, DHL is liable for the damage caused. Major shipping damage is reported to us. In this case, we'll take care of a quick replacement delivery for you. In rare cases, however, shipping damage goes unnoticed and the apparently damaged package is delivered.

Please check packages you receive for external damage in the presence of the delivery driver and have the driver document any damage in writing. This applies to receiving packages in general - not just our packages. However, if one of our packages has arrived damaged and the goods inside have also been damaged, please get in touch with us.

• Get first aid here

Damaged items

We check all of our items once more before we ship them. We also take great care when packing our goods. If an item should nevertheless be delivered damaged, please document the damage with a photo and contact us - we'll find a quick solution.

• Get first aid here

Forgot password

You've forgotten the password for your "My Aquasabi"? No need to panic!

We don't know your current password. But we can send you a new one. All you need for this is your email address and your postal code. To create a new password, simply click the "Forgot your password?" link in the login form or follow the link below to have a new password created:

• Have a new password created

Technical problems

Something here isn't working the way it should? Then we'd be very happy if you let us know so that we can take care of it. We have tested our online shop extensively on many devices and browsers and gathered plenty of feedback. Still, unfortunately we can't rule out that something might not work the way we intended.

If that happens, please take a moment and tell us what you stumbled upon. We'll take care of it right away so that everything runs smoothly again.

• Get first aid here

First aid

Whatever it's about, we're here for you!

If it's urgent, please contact us right away. We'll drop everything and find the best solution for your concern!

During our office hours, Monday to Friday between 9 am and 4 pm, the best way to reach us is by phone. Outside our office hours and on public holidays, you can send us an email, which we'll handle on the next business day. We'll then get back to you as quickly as possible, promise!

• See even more ways to contact us