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You can file a complaint with home24 if you have received the wrong item or if the goods are defective. You can also report missing package contents to the support team. We will explain to you how to do this.
How to file a complaint with home24
First of all, it is important that you have pictures of the damage. This way you can prove that the item did not arrive complete or damaged.
- Go to the home24 page and make your way to the help area.
- Click on “Report complaint” to initiate your enquiry. The “Make a complaint” button will then guide you through the complaint process. Have your account details ready for this, as you will need to log in.
- The home24 customer support will then check the condition of the item using the photos and send you replacement parts if necessary. If there are any problems, support will inform you by e-mail about the next steps.
Return item to home24
If you are asked to return the item, you will receive the return slip and the shipping label from the home24 team by e-mail.
- Repack the item. Make sure that it survives the return shipment without damage. You can help it along with some filling material and pad it out.
- Place the note in the package while you stick the label on the box. When doing this, the new label should cover the original one.
- If you have purchased a couch, it will be collected again by the furniture removal company. An appointment will be arranged with you by telephone.
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For smaller items, you must take the parcel to the post office yourself or book a collection with them.
