In order to further improve our customer service, we have introduced a new ticket system. This system ensures that all inquiries, complaints, and order queries can be processed in a structured, traceable, and efficient manner.
How the new system works
As soon as you submit an inquiry via our contact form, by email, or via your customer account, a ticket is automatically created. This ticket is assigned a unique reference number and forwarded directly to the responsible contact person. You will then receive a confirmation with your individual ticket link, which you can use to view the current processing status at any time and respond to messages from our team.
All communication regarding your request is thus bundled in one place—traceable, clear, and without any information being lost.
Direct access for production
A particular advantage of the new system is that our production department has direct access to relevant tickets—for example, in the case of complaints or size adjustments. This means that queries can be directed to you without having to go through customer service. This saves valuable time and allows adjustments or corrections to be implemented much more quickly. This creates a direct exchange between the customer and production, without delays due to internal forwarding.
Your advantages at a glance
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Faster processing: Automatic assignment to the right department means that inquiries are processed much faster.
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Full transparency: You can view the current progress of your ticket online at any time.
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Direct contact with production: In the event of complaints or technical questions, production can communicate directly with you.
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Better traceability: All messages, images, and documents are stored centrally in your ticket.
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Direct communication: Queries or updates are made directly in the ticket—without tedious email chains.
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Fair prioritization: Urgent cases, such as complaints or production questions, are automatically prioritized.
Our goal
With the new ticket system, we are creating more clarity, structure, and reliability throughout the entire communication process. This ensures that every inquiry is handled carefully and that you always know what stage your request is currently at—from initial contact to final resolution.