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What should I do if my delivery is incorrect?

Please check first which scenario applies to your delivery. The process varies depending on the issue. 

  1. Incorrectly delivered/ordered item, wrong size or wrong colour
    Please use the returns form included in your parcel. Under [I am returning], please specify the incorrectly delivered item, the wrong size or the wrong colour. Under [Please exchange with], please note the item you would like to exchange it for. Then send the parcel back to us. As soon as we have received your return, we will check the return and dispatch the requested replacement.

     

  2. The item does not meet your expectations
    In this case, you will find all the information regarding returns at the following link.

     

  3. Damaged or defective item
    Please use the returns slip included in your parcel and note down the item in question along with the relevant reason for return. Then please return the item to us. Once we have received it, we will check the fault and replace the item.

     

  4. Missing item
    Please first check whether the item is listed on the delivery note.
  • The item is listed on the delivery note but is not in the parcel:
    Please get in touch via our contact form. Let us know which item is missing, whether the parcel was damaged or had been opened, and whether you would like a replacement delivery. We will investigate the matter and arrange a solution as soon as possible.

  • The item is not listed on the delivery note:
    In this case, there may be a delay in delivery. Please check your STRAUSS Online Shop account to see whether the item is still due to be delivered.

     

  1. Damaged or taped parcels
    If you notice any damage upon delivery, please speak to the delivery driver straight away and note the damage when signing for the parcel. If the parcel is badly damaged, please refuse to accept it and also let us know via the contact form.
  • Shipped via DHL:
    Please keep the box and do not remove the goods from the parcel. Report the damage via our contact form. We will investigate the matter together with DHL and get back to you.
  • Shipped via GLS:

Please report the damage via our contact form. To process your claim, we require:

  • Photos of the damaged parcel
  • Item number, size and number of any missing items
  • Information on whether you accepted the parcel in person or whether it was left for you

If you are unsure which scenario applies to your delivery, please use our contact form and describe your issue as precisely as possible. This will enable us to review your enquiry more quickly and arrange the appropriate solution for you.

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