I am currently having a very bad experience with Bodum's customer service to return an item. As it is the case for many other customers, they ignored my emails and I could not reach them using the phone number mentioned on their website. Being quite frustrated about this situation, I decided to have a look on the white pages from Switzerland and finally found a phone number that works : +41 4* 935 ** **. Hopefully this will help those of you who don't receive support by email ! They told me to resend my refund request to "info@***.com" instead of "benelux@***.com". I did so and I am now waiting to see if they answer in the coming 1-2 days. If not I will call again... User's recommendation: If you want to buy Bodum products, do it from another retailer and not from Bodum directly.