The following information is required to process a complaint:
- Order number
- Detailed photos clearly showing the reason for the complaint (including comparison measurement)
- Affected item from the order
- Quantity of items to be claimed
- Specific description of the reason for the complaint
For faster processing, we kindly ask you to submit complaints via the service portal:
https://service.myfolie.com/
There, affected products, error descriptions, and supporting documents can be submitted in a structured manner. Complete and comprehensible documentation is required for prompt review and processing.
As part of the legal duty to cooperate, the reported defect must be sufficiently documented and proven.
Cancellation of custom-made items is excluded. Further information on this can be found in the FAQ section under Cancellation/Withdrawal.
