Something went wrong? We're here to help.

First check the Track & Trace link you received by email. Your parcel may have been delayed by the carrier.

Does the Track & Trace information show that your order has been delivered? Please also check with your neighbours, at a collection point and at any agreed delivery locations around your home.

Still unable to find your order or is the Track & Trace information unclear? Contact us and provide your order number. We will investigate what has happened to your order.

First check whether your order has been left with a neighbour, at a collection point or at an agreed location around your home. Carriers sometimes mark a parcel as delivered slightly before it actually arrives.

Can't find the parcel anywhere? Contact us and provide your order number. If necessary, we will open an investigation with the carrier.

First check whether your order consists of multiple parcels. These parcels may be delivered separately.

Have you received all parcels but something is still missing? Let us know what is missing and provide your order number. We will investigate and find a suitable solution.

Contact us with your order number and, if possible, include a photo of the product you received and its label. This allows us to quickly check what went wrong.

Please do not return the incorrect product on your own initiative. If a return is necessary, we will provide you with the appropriate instructions.

Take clear photos of both the damaged product and the packaging, including any damage to the outside of the parcel.

Then contact us as soon as possible. Please do not dispose of the packaging or damaged product yet; we may need them to assess the damage or open an investigation with the carrier.

Is only the outer packaging damaged while the product itself is completely intact? In that case, there is usually no problem.

Still unsure? Take photos of the packaging and the product and send them to us. We will be happy to take a look.

An unexpected result can have several causes, such as surface preparation, the products chosen, application method, mixing ratio or conditions during curing.

Tell us what you made, which products you used and exactly how the result differed from what you expected. Include photos if possible. We will be happy to help determine the cause and possible next steps.

Yes. Even if something went wrong during application, we will be happy to help you determine what can still be done.

Describe what you did, which products you used and what went wrong. Include photos if possible. Please keep in mind that an application error does not automatically mean that the product itself is defective.

An incorrect mixing ratio does not always mean that the product will not cure at all, but its final properties may differ from those intended.

Do not simply add extra resin or hardener afterwards in an attempt to correct the mixing ratio. This may actually make the problem worse.

Allow the product sufficient time to cure and contact us if you are unsure. Tell us which product you used, the quantities and mixing ratio, and include photos of the result if possible.

If you are unsure, we recommend that you do not continue with your project until the cause is clear.

Tell us which product you are using, what you are using it for and how you applied it. Photos of the product and the result will help us assess the cause more accurately.

Insufficient curing can be caused by factors such as an incorrect mixing ratio, insufficient mixing, a temperature that is too low or an unsuitable or contaminated surface.

We recommend that you stop further application and tell us which product you used, how you mixed it and under what conditions you worked. Photos will help us provide specific advice.

Higher temperatures and mixing larger quantities can significantly accelerate the reaction.

Is the product curing much faster than expected? Let us know which product you used, the quantity and the application temperature. We can then assess what most likely happened.

A coating can detach due to factors such as insufficient preparation or cleaning, moisture in the substrate or an unsuitable combination of products.

Tell us what type of surface you applied the coating to and how you prepared it. Please also include photos so that we can provide more specific advice.

Some materials may discolour or yellow over time. UV exposure, temperature and the properties of the product used can all play a role.

Is the discolouration significant or unexpected? Send us photos and information about the product used. We will be happy to assess whether this is normal or whether something else may be causing it.

Contact us and provide your order number. If possible, include a photo of the product received and its label. We will check what was delivered and provide a suitable solution.

A colour can appear different in real life than it does on a screen. Lighting, the substrate, layer thickness and the method of application can also affect the final colour.

Are you unsure whether the colour supplied is actually different from what it should be? Send us photos of the product, label and result. We will be happy to take a look.

Colour, texture, gloss or viscosity can appear different in real life than in a product photo or description.

Are you unsure whether the product is in good condition? Stop using it for the time being and send us photos of the product, packaging, label and, if applicable, the result.

Are you unsure whether a product is still usable because of its colour, texture, smell or shelf life? We recommend that you stop using it until we have had a chance to assess it.

Send us a photo of the product and label and, if possible, provide the batch number. We will be happy to help determine whether the product is still suitable for use.