Please check first which scenario applies to your delivery. The process varies depending on the issue.
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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. -
The item does not meet your expectations
In this case, you will find all the information regarding returns at the following link. -
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. -
Missing item
Please first check whether the item is listed on the delivery note.
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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.
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Damaged or taped-up parcel
If you notice any damage upon delivery, please speak to the delivery driver immediately and note the damage when signing for the parcel. If the parcel is severely damaged, please refuse to accept it and also inform us via the contact form.
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To process your enquiry, 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