If you find you have any damage to any Sternzeit-Design products you order through us you must mention this within 5 days of receiving the product. We request that you send an email stating the damage and take photos of the following;

1. Images of the damage on the items (Before unpacking the Box + Closer image of damaged part)
2. Images of Box packaging (Outer side + packaging labels)


Please note that once all the details are submitted along with your query within specific time (5 days) then we can raise the investigation against DHL for the claim. If it goes any longer than that unfortunately we cannot raise this claim against DHL which makes the damages and returns process a lot more complicated. 

If you fail to register the claim with us within the given time frame, then we will not be able to process your request further. 

For regular faults that later appear these are still processed normally by emailing us at "support@primrosehomeware.co.uk" this policy is only for damage on the product upon receipt. 

If you find you have any damage to any Sternzeit-Design products you order through us you must mention this within 5 days of receiving the product. We request that you send an email stating the damage and take photos of the following;

1. Images of the damage on the items (Before unpacking the Box + Closer image of damaged part)
2. Images of Box packaging (Outer side + packaging labels)


Please note that once all the details are submitted along with your query within specific time (5 days) then we can raise the investigation against DHL for the claim. If it goes any longer than that unfortunately we cannot raise this claim against DHL which makes the damages and returns process a lot more complicated. 

If you fail to register the claim with us within the given time frame, then we will not be able to process your request further. 

For regular faults that later appear these are still processed normally by emailing us at "support@primrosehomeware.co.uk" this policy is only for damage on the product upon receipt.