How We Resolve Complaints 🕊️

Why make a complaint?

Your feedback helps us continuously improve our processes and products. By contacting our team directly instead of going through PayPal, Klarna, or your bank, we can respond faster and assist you immediately. We understand that it’s frustrating when something doesn’t go smoothly with an order.

How to make a complaint?

The fastest way is through your user account:

• Open the relevant order.
• Click on “Report a complaint.”
• Briefly describe what the issue is and, if possible, add photos.

Our farmers generally allow a 14-day complaint period from the date you receive your box. Some quality issues may only become apparent later—in such cases, our customer service will still be happy to handle your complaint.

What happens next?

Confirmation of receipt: You will immediately receive an automatic confirmation email.

Quick review: Many issues can be resolved automatically within a few seconds.

Processing: Our team will get back to you with a proposed solution via automatic email within 48 hours at the latest.

After resolving a complaint, you will also be informed by automatic email about our proposed solution. If you find the solution unsatisfactory, please feel free to contact us so we can review your case again.

Our approach to resolving complaints

• Free replacement – if the box doesn’t arrive or most of its contents are spoiled and a reshipment is possible.
• Full refund – if a replacement shipment is not feasible.
• Partial credit – if only part of the delivery is affected; the credit will be visible in your account and automatically applied to your next order.

Do you have another idea of what would help you? Let us know – we’ll work together to find the right solution. 💪