Steps
- Reply to your order confirmation (or write from your checkout email) and describe what you received.
- If you can, attach one photo of the item or the damage — it speeds things up, but we don't make the replacement depend on it.
- We send the replacement within 24 hours on business days and email you the new tracking number. You keep what you received; no return, no cost.
If / Then
- A box or sachets are missing from the parcel → we send the missing quantity.
- Sachets are damaged, torn or leaking → we send a new box.
- You received the wrong product or flavour, and the order confirmation shows you ordered something else → we send the right one; keep the wrong one.
- You ordered the wrong flavour yourself (e.g. flavour not selected at checkout) → see "Order change (quantity / variant)".
- The raspberry flavour tastes very tart → that is how it's meant to taste: it contains real raspberry, citric and malic acid and is sweetened only with stevia. Try it in 300 ml of cold water, coffee or a smoothie. This is not a defect, but the 30-day guarantee still applies to your first order.
- Some sachets in one box taste completely different from the others (e.g. unsweetened) → tell us the LOT number printed on the box; we check the batch with the manufacturer and replace it.
What we need from you
- A short description of the problem
- Optional: one photo, and the LOT number / expiry date from the box if the problem is with the product itself
Notes
- There is no time limit for reporting a damaged or wrong item and you don't need to keep the packaging.
- You don't need to send us the order number or checkout email — we find your order from the address you write from.