You’re not the only one with questions – that’s completely normal! Fortunately, you’re not just speaking to anyone, but to someone who’s truly there for you.
Our Customer Experience Specialists
When you contact us, you’ll be assisted by one of our Customer Experience Specialists. These are not robots or first-line agents who just transfer you – these are real people, specially trained to answer your questions and help you with any issues.
What can they do for you?
Our specialists are experts in answering almost any question you may have. Whether it’s about placing an order, tracking your parcel, returning an item, or anything else – they know how to help you. The best part is that they don’t just provide answers, but are also happy to look into the issue with you to solve the problem together.
Liv, our intelligent chatbot
In addition to our team members, you also have Liv, our chatbot, by your side. Liv is always available and can answer many frequently asked questions straight away, so you don’t have to wait. If you have a question that Liv can’t answer immediately, Liv will help by referring you to one of our Customer Experience Specialists. That way, you’ll get a quick answer – either directly from Liv or from our team.
Are we temporarily unavailable?
No worries! If you try to call us and for any reason we’re unfortunately not available, an external partner will answer the phone for us. These partners can often assist you straight away and in some cases already provide the answer you’re looking for. If your question is a bit more complicated or requires specific information, they will note down all the relevant details.
Our Customer Experience Specialists will then look into your question during office hours and get in touch with you to fully resolve it. This way, your question won’t be lost and we can really help you – even if we weren’t available at that moment!
So next time you contact us – whether via Liv or directly with our team – you know you’re in good hands!