All our products are covered by a 24-month warranty from the date of purchase, upon presentation of a proof of purchase and of the relevant product, and does not cover damage due to shocks, falls, misuse or due to professional use. For cookware, the warranty does not cover stains, discoloration or scratches on the inside and or outside the product. For more details, consult the relevant product sheet. If you have a doubt, a question about the condition of your purchased products on the e-shop or something that you are not happy with; do not hesitate to contact us. Sometimes a simple piece of advice can remedy your situation. Otherwise, our customer services will open a complaint file and tell you what to do (upon presentation of the required supporting documents). So, clearly explain your situation to us by email by clicking here. Don’t hesitate to attach photos. We will endeavour to find a suitable solution as soon as possible. Either an exchange, a refund, or simply some advice on maintenance and use. Of course, keep the product in question. Attentive to our quality, we may need to recover it to carry out analysis.
Items to provide to activate the warranty:
Proof of purchase (less than 2 years old)
Explanatory email of the situation
Availability of items in question or photos if necessary
Lack of proof of purchase:
To claim on the warranty, we will always ask you to send us your proof of purchase (receipt, gift certificate, invoice number available on your e-shop customer account, copy of the delivery slip, etc.).
Processing time for the request:
We acknowledge receipt of your request by email, within 10 days of sending it, specifying the contact details of your representative. The timeframe to provide you with a solution is highly variable. It is linked to many elements such as the nature of your request, whether or not it is necessary to get the products back from you for analysis etc.
Know that your satisfaction is our priority and that we will make every effort to find the most suitable solution as soon as possible.
Customer services contact details:
Our customer services is contactable from Monday to Friday (excluding holidays) from 10am to 12noon and from 2pm to 5pm by email through our form by clicking here.