Your set isn't complete? Don't worry, we'll help you!
We want you to enjoy your construction project. If a part is missing or defective, you can file a complaint here. To allow us to process your request directly or forward it to the manufacturer, we need some information from you. Just follow the steps in the form — we'll take care of the rest!
Thank you!
Your request has been submitted; it will be taken care of.
Examination Procedure
After we receive your request, we will check within a few working days whether the required parts are available in our own warehouse. If so, shipment will follow very quickly.
However, if we have to reorder the parts directly from the manufacturer, delivery can take more than a month due to logistics from overseas. We ask for your understanding.
Frequently Asked Questions
What do I need to check before submitting the form?
Please make sure that you have really fully assembled the set. Often "missing" parts turn up in later building steps or in another bag. Also check whether you have accidentally swapped similar parts (e.g., different shades of gray or lengths).
Where can I find the anti-counterfeiting 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 manufacturers require it for verification.
What should I do if a motor is defective?
If an electrical component (motor, battery box, LED) does not work, we also need a short video. The defect must be clearly visible (e.g., motor does not turn despite a fully charged battery). You can upload this video directly in the form.
How long does shipping of spare parts take?
After we receive your request, we first check whether we have the required parts in our own warehouse. If that is the case, shipping is very fast and the parts will reach you within a few business days. However, if we have to order the parts directly from the manufacturer, delivery can take more than a month due to logistics from overseas.
What should I do if I'm missing several different parts?
Please list all missing parts together in a single request. Use the appropriate text fields for this or upload a photo showing all affected positions marked in the assembly instructions. Consolidated requests significantly speed up processing with the manufacturer compared to multiple individual requests.
Can I request spare parts without the anti-counterfeiting code?
The anti-counterfeiting code is a mandatory requirement from the manufacturers to confirm the authenticity of the set and to prevent misuse. Without a photo of this code, we unfortunately cannot forward the claim to the manufacturer. If you have already disposed of the packaging, we would unfortunately have to charge you for the parts.
Can I order missing parts for sets I didn't purchase from you?
This service is available exclusively to our customers. Because we need to verify your order details and often the specific warehouse batch for a claim with the manufacturer, we unfortunately cannot process requests for sets from third‑party sellers. Please contact the respective seller directly in this case.
What happens if I've already thrown away the assembly instructions?
The photos of the marked instruction are mandatory for the manufacturers (except CaDA). If you no longer have the printed manual, you can download a PDF version from many manufacturers. Simply mark the missing parts digitally in the PDF and upload a screenshot of it using our form.
Is there a limit to the number of missing parts?
There is generally no hard limit as long as the request is credible. However, if an unusually large number of pieces are missing (e.g. whole bags), this often indicates a packaging error. In such cases it is particularly important that you take photos of all remaining bags so that we can escalate the issue with the manufacturer.
Will the replacement parts be delivered in the exact same color?
Yes, the parts are ordered directly by the manufacturer's color number. Please note, however, that there may be minimal color variations between different production batches (especially for colors like Sandgreen or Dunkelrot). 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., from excessive force), please state this honestly in the text field. We will then check whether we can provide a free replacement from our stock as a gesture of goodwill or purchase the part for you for a fair flat fee and send it to you.
I received the set as a gift – how do I fill out the form?
In this case you need the gift giver's order number. Without this number we cannot assign the request. Please ask the person briefly 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 provide the part number from the parts list?
No, for a successful claim we absolutely require a photo of the assembly instructions. In the photo the assembly step in which the part is missing must be clearly visible and the missing part must be clearly circled by you. Manufacturers use these photos to check their packing stations and to ensure that exactly the correct replacement part is shipped. If a part number is available, it must also be entered in the form.
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., from applying too much force), please state this honestly in the text field. We will then check whether we can, as a gesture of goodwill, provide a free replacement from our warehouse or repurchase the part 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 may not be able to find your order, which prevents processing. Please therefore always use the address that appears in your order confirmation.