If you have received your order and have discovered issues with it, we ask you to report this as soon as possible. Please keep in mind that the type of issue may determine who this needs to be reported to.
1. Your product has arrived physically broken or damaged, likely due to transport damage:
- If your order was placed directly via the Stokke website, please submit a ticket using the Warranty & Claims form. Make sure to include images of the broken product as well as images of the packaging.
- If your order was placed outside of the Stokke website, such as via a retailer, or a third party marketplace like Amazon, please reach out directly to the seller. Make sure to include images of the broken product as well as images of the packaging.
2. Your product has arrived and you have discovered a defect which is aesthetically or functionally substandard to the anticipated quality, or prevents assembly:
- Please report your findings using the Warranty & Claims form. Ensure to provide any images or videos that clearly demonstrate the described issues along with your proof of purchase and serial number. The team can then review and determine if there are any potential misunderstandings with the product or if there are defective parts or products which may need to be replaced.
- Please note that in case the claim is related to questionable sounds or impaired movement, a video is required for proper assessment. If there is a claim related to sounds, ensure that the video is taken in a quiet indoor environment which is able to highlight this without outdoor environmental noise.
3. Your product has arrived and there are products or parts missing:
Please first consider if the tracking link you received includes multiple parcels. It is possible that the order has been split into multiple deliveries and the missing parts may be delivered at a later time.
- If your order was placed directly via the Stokke website and all of the parcels have arrived and parts are still missing, please review your order confirmation e-mail to ensure that the expected part was included. If it was included and did not arrive, submit a ticket using the Warranty & Claims form.
- In case of promotions, any promotional items must also be added to the basket prior to checkout - promotional items are not inserted to the shopping basket automatically, as the user must themselves choose the color in case of a complimentary item is being offered as part of a promotion.
- Additionally, please note that any missing components of a product being reported as missing several months after purchase may be denied. It is common for items to be misplaced if they are not immediately required and the warranty does not cover misplacement of parts.
- If your order was placed outside of the Stokke website, such as via a retailer, or a third party marketplace like Amazon:
- If there are products missing, please reach out directly to the seller.
- If the are components of the product missing (parts required for assembly), please report your findings using the the Warranty & Claims form.
- Please note that any missing components of a product being reported as missing several months after purchase may be denied. It is common for items to be misplaced if they are not immediately required and the warranty does not cover misplacement of parts.