I have received my order but a product was missing!Updated a year ago
In rare circumstances it can happen that an item from your order cannot be sent out. This can be due to supplier errors, transport damage or a defect that the warehouse crew managed to detect during packing.
In this case, the warehouse will send out your order anyway with the remaining products (to avoid unnecessary delays), and they will add a sticker to your invoice identifying the product that could not be sent.
You will also receive an email from our warehouse, informing you about this problem, and asking you to choose a different product, or simply state that you want the product credited from your order.
On receiving the order, you can then send an email to our support and let them know if you want a refund for the missing product or if you want a replacement product in the same price range. If you wish for a new product, this product will then be sent to you immediately - of course with not extra cost for you.
When requesting a new product, please include a link to the new product in our webshop in your email, so our support agents can easily identify which product you want. Please also add the letters "IPL" to the subject line. This is a code that tells our system that the ticket concerns a missing product and will make it easier for our agents to serve your request.
If you receive your order and find a product is missing but there is no sticker on the invoice, you can just contact our support and they will help you out, either by sending you the missing product (if it is in stock) or offering you the choice between a refund or a replacement product.
See this article for how to contact us via email: