What if I have an issue with a product I received from a supplier?

If you receive an item that's defective, damaged, or not working right, let us know as soon as possible. We'll help you coordinate with the supplier to find a solution, whether that's a replacement, repair, or refund.

The most important thing is to report the issue within 48 hours of getting your delivery.

What to do first

Here are the exact steps to take if you have a problem with a product:

Contact us quickly: Email our team at orders@droppe.com within 48 hours of receiving the item.
Describe the issue: Explain what's wrong with the product.
Take photos: Send us clear pictures of the defect or damage. This is really important for getting things sorted out quickly.

Heads up: It's crucial to contact us within 48 hours of delivery. After that, it can be much harder to process a claim for a defective or damaged product.

What happens next?

Once you've sent us the details, we'll take it from there.

Our team will contact the supplier (the Brand) on your behalf. While Droppe is here to support you, the supplier is ultimately responsible for the quality and safety of their products. We will work with them to arrange a solution for you, which could be a replacement, a repair, or a refund.

Quick tip: Keep the product and all its original packaging until we've confirmed the next steps with the supplier.

Common follow-up questions

What if the item was damaged during shipping?

You should still follow the same process. Report the damage to orders@droppe.com with photos within 48 hours. Even though we don't handle the shipping ourselves, we will help you resolve any delivery-related issues with the supplier.

Can I return something if it's not defective, but I just changed my mind?

This depends on your situation. If you are a consumer, you have a 14-day right to withdraw from the purchase for any reason. However, this right does not apply to business customers.

Also, some items can't be returned even then, such as:
Custom-made or personalized items
Opened safety gear or items sealed for hygiene reasons

Who is actually responsible for the product quality?

The Brand or Supplier is responsible for ensuring their products meet all quality and safety regulations. Droppe's role is to connect you with trusted European brands and to help resolve any issues if they pop up.

Need a hand? Chat with us anytime.

Updated on: 16/06/2025