Complaints Procedure

Complaints Procedure

The Forlle'd online store is a platform that offers you one hundred percent original products directly from the manufacturer. In the interest of ensuring consumer safety, the store's activities are regulated by legal regulations valid in Slovakia and the European Union! However, situations may arise where products do not fully meet customers' expectations. In such a case, it is our task to work together with customers, because your opinion is very important to us. Every review we receive helps us improve the quality of our services.

Despite the fact that the Forlle'd store makes every effort to ensure that the goods sold are always of the highest quality, goods may be defective or damaged during transport. If you receive a defective/damaged product, you have the option to return the purchased product of unsuitable quality to us, however we cannot accept an opened and used product. World brands, unfortunately, are also not immune to manufacturing defects. As a customer you have the right to: cancel the purchase contract for the product, exchange the damaged product for a new one, request a free repair, or reduce the price of this product pursuant to §507 et seq. of Act No. 40/1964 Coll. of the Civil Code.

If the damage to the product is caused by the customer's actions, the Forlle'd online store disclaims responsibility!

NOTICE! Before collecting the shipment, please check that it is not damaged. If you find that the package has obvious signs of damage or breach of packaging (it is wet, crumpled, or has certain visible defects), it may be disputed at the latest upon delivery of the shipment, and a Damage Report must be drawn up on the spot on the carrier's form in the presence of the carrier/courier regarding the extent of the damage or partial loss of the shipment's contents, and you can request that a new, undamaged package be sent.

Please keep the original packaging of the goods together with the manufacturer's barcode. If you contact us, we will ask you to hand over the product(s) itself to our warehouse (without damage during unpacking and use) together with all accessories, packaging with the manufacturer's barcode and attachments to the product, as well as a copy of the invoice and proof of payment confirmation, as this will help us process your complaint faster.

We will accept your complaint in the following cases:

  1. You received damaged goods: broken, spilled, expired;
  2. if defective goods arrived;
  3. if the goods arrived in a smaller or larger quantity;
  4. if different goods arrived than what you ordered;
  5. if the goods arrived in an unsuitable volume (ml, g);
  6. if the goods arrived dried out, moldy, of inconsistent texture.
  7. Other.

How to file a complaint electronically?

In our online store you can file a complaint electronically after agreeing on the details with our customer center. Fill out the appropriate complaint form, scan a copy of your order, describe the defect of the goods, add photographs and send them to us by e-mail at forlled@forlled.sk. Photographs of the product(s) will help speed up the handling of the complaint, the exchange of the defective product, or a refund. Also, the complaint form must be printed, filled out and, together with a copy of the payment confirmation of the order, placed in the package with the products.

We will not accept your complaint in the following cases:

  1. When the goods cause irritation and allergic reactions, because you need to do an allergy test before using the product.
  2. Gift items.
  3. Mechanical interference with the goods is not considered a complaint.
  4. Minimal differences in the shade of products may be caused by individual peculiarities and cannot be considered a complaint case.
  5. Images of goods on the website are illustrative in nature and do not represent a binding depiction of the properties of the goods (the packaging of the goods may, for example, differ due to a change of packaging by the manufacturer).
  6. We cannot accept your complaint without any evidence.

Complaint review

Our store has 14 business days from the date of filing the complaint to review and process your complaint. We will try to review your complaint as soon as possible and without unnecessary inconvenience. If you have any questions, you can contact us by phone at 0918 873 336 on business days.