Hi Hanna,
I’m so sorry to hear about your experience 🩷
We would appreciate it if you could register the complaint on your user account so we can investigate the incident and compensate for the damage ❤️
So please follow this guide:
1. Log in to your user account (If you are not a member of Club Lyko, you can log in with the email address you used to place your order. You can change your password via email when you click on "Forgot your password?")
2. Click on the MY PAGES icon
3. Select ORDER HISTORY
4. Click on the order number you want to complain about
5. Click on the icon FILE A COMPLAINT
6. Fill in the quantity of the products you want to complain about and possibly the reason for the complaint
7. To speed up the processing of the complaint, please upload a picture and/or video of the damage/complaint reason in the UPLOAD IMAGE section. If you find the product's barcode on its packaging, please also attach a picture of this, thank you!
8. Choose your desired compensation (new product/refund) if a defect is found in the product
9. Confirm by clicking SEND!
We process complaints in order and will contact you via email as soon as possible 💌
Have a lovely start to the week 💛🌞