Is your set incomplete? Don’t worry, we’ll help you!
We want you to enjoy your construction project. If a part is ever missing or defective, you can submit a claim here. So that we can process your request directly or forward it to the manufacturer, we need a few details from you. Simply follow the steps in the form – we'll take care of the rest!
Thank you very much!
Your request has been submitted; it will be taken care of.
How the review works
After we receive your request, we will check within a few business days whether we have the required parts in stock in our own warehouse. If this is the case, shipping will then be very fast.
However, if we need to reorder the parts directly from the manufacturer, delivery may take over a month due to overseas logistics routes. We ask for your understanding.
Frequently Asked Questions
What should I check before submitting the form?
Please make sure that you have actually fully assembled the set. Often, "missing" parts turn up again in later building steps or in a different bag. Also check whether you may have accidentally mixed up similar parts (e.g. different shades of gray or lengths).
Where can I find the anti-counterfeit code?
The code is usually found as a small sticker on the original packaging. Depending on the brand and version, the code must be revealed by scratching it off like a scratch card. Please upload a photo of the revealed code in the form, as the manufacturers require this for verification.
What should I do if a motor is faulty?
If an electrical component (motor, battery box, LED) is not working, we also require a short video. The defect must be clearly visible in it (e.g. the motor does not turn despite a full battery). You can upload this video directly in the form.
How long does shipping of the replacement parts take?
After we receive your request, we first check whether we have the required parts in stock in our own warehouse. If this is the case, shipping is very fast and the parts will reach you within a few business days. However, if we have to reorder the parts directly from the manufacturer, delivery may take over a month due to the logistics routes from overseas.
What do I need to do if I’m missing several different parts?
Please list all missing parts together in a single request. Use the corresponding text fields for this or upload a photo showing all affected positions marked in the assembly instructions. Combined requests significantly speed up processing by the manufacturer compared to multiple individual requests.
Can I also request replacement parts without the anti-counterfeiting code?
The anti-counterfeiting code is a mandatory requirement from the manufacturer to confirm the authenticity of the set and prevent misuse. Unfortunately, without a photo of this code, we cannot forward the complaint to the manufacturer. If you have already disposed of the packaging, we would unfortunately have to charge for the parts.
Can I reorder missing parts for sets that I didn’t buy from you?
This service is available exclusively to our customers. Since we need to match your order data and often also the specific stock batch for the complaint with the manufacturer, we unfortunately cannot process requests for sets from third-party sellers. In this case, please contact the respective seller directly.
What happens if I have already thrown away the instructions?
The photos of the marked instructions are mandatory for the manufacturers (except CaDA). If you no longer have the printed instructions, you can download a PDF version from many manufacturers. Then simply mark the missing parts digitally in the PDF and upload a screenshot of it in our form.
Is there a limit to the number of missing parts?
In principle, there is no hard limit as long as the request is credible. However, if an unusually large number of pieces are missing (e.g. entire bags), this often indicates a packaging error. In such cases, it is especially important that you take photos of all remaining bags so that we can escalate the issue to the manufacturer.
Are the replacement parts delivered in exactly the same color?
Yes, the parts are ordered directly according to the manufacturer's color number. Please note, however, that slight color variations may occur between different production batches (especially with colors such as sand green or dark red). However, we always strive for the best possible match.
What should I do if a part broke during assembly?
This form is primarily for reporting missing parts or manufacturing defects. If a part broke during assembly (e.g. due to using too much force), please state this honestly in the text field. We will then check whether, as a gesture of goodwill, we can send you a replacement free of charge from our warehouse or purchase the part for you and send it to you for a fair flat fee.
I was given the set as a gift – how do I fill out the form?
In this case, you need the order number of the gift giver. Without this number, we cannot assign the request. Please briefly ask the person for the number or the email address used to make the purchase so that we can open the service case.
Is it enough if I only mention the part number from the parts list?
No, for a successful claim, we absolutely require a photo of the assembly instructions. The photo must clearly show the assembly step in which the part is missing, and you must clearly circle the missing part. The manufacturers use these photos to check their packing stations and ensure that exactly the correct replacement part is supplied. If there is a part number, please enter it in the form as well.
What do I do if a part was damaged during assembly?
This form is primarily for reporting missing parts or manufacturing defects. If a part broke during assembly (e.g. due to using too much force), please state this honestly in the text field. We will then check whether, as a gesture of goodwill, we can send you a replacement from our warehouse free of charge or purchase the part for you and send it to you for a fair flat fee.
Why do I have to provide the email address I used to place the order?
Our system automatically matches your entry with your order details. If you use a different email address, the system cannot find your order, which prevents processing. Please always use the address shown in your order confirmation.