I submitted a warranty claim. What happens next?Updated an hour ago
Thanks for submitting your warranty claim. Here are answers to the questions we get most often after a claim is sent.
How long does it take to review my claim?
Our team reviews warranty claims within 5 business days. Once your claim is approved, you'll get an email with your replacement order number (it starts with WAR-). If we need more details, we'll reach out by email.
Do I need to send my original item back?
No. You can keep your original item or dispose of it. There's no need to return it. However, we recommend you keeping the products until the claim is fully approved.
Why does my replacement confirmation show a price?
All warranty claims are free of charge. Any amount shown in your replacement confirmation email is for record purposes only. You won't be charged.
I can't upload my photo or video
- Try a shorter video or a photo instead.
- Try a different browser or device.
- Send us the proof via WeTransfer
The claim form can't find my order, or I don't have my order number
- Use the email address you used at checkout. Your order number is in your order confirmation email and starts with EKSTER-.
- If your item is a warranty replacement, use the replacement order number (it starts with WAR-).
My item is part of a kit or bundle
In the claim form, click "Show all" below the kit or bundle to select only the item that has the issue. If you submit the claim for the whole kit, we'll need to cancel it and start again.
The claim form says my item isn't eligible
This usually means the item is outside its warranty period. If you believe your item is still under warranty, contact our support team with your order number and we'll look into it.
My replacement has an issue too
We’re really sorry your replacement is giving you trouble too. That’s not the experience we want you to have. Just submit a new claim the same way you did the first time, using your replacement order number (it starts with WAR-). You'll get an email once your new claim has been reviewed.
Can I change my shipping address?
Absolutely! You'll be able to edit the shipping address before submitting the request.
Can I choose a different model or color?
Warranty replacements are for the same product. However, if available, you'll be able to select a different color or variant.
My replacement hasn't arrived
You'll get a shipping confirmation email with tracking once your replacement is on its way. If it hasn't arrived within the expected delivery time, contact us with your WAR- order number.