I refused delivery of my package. What will happen next?

When should I refuse delivery of my package?

If the package is visibly damaged upon receipt, we invite you to assess the severity of the damage before refusing the package.

If the damage is minor (slightly dented box, tape, or a damaged corner) but the package remains intact and well sealed, you can accept the delivery. The products inside are usually in perfect condition and fully functional.
However, if the package is significantly damaged (open box, torn, signs of moisture, or obviously insufficient packaging), it is best to refuse delivery and indicate the reason for refusal to the delivery person or at the pickup point.

How to proceed?

In case of refusal due to damage:

Go toMy Account > Log in.
Click on My Orders.
Select the order and package concerned.
Click onReport a delivery incident.
Select the appropriate Reason.
Describe the situation in the Comment field.

-> Our team will quickly file a claim with the carrier.

What happens next?

If you refuse delivery of a package, in most cases it will be automatically returned to our warehouse.

The return time depends on the carrier and may take some time depending on their logistics circuit.

Once the package has been received at our premises, our customer service department will contact you to determine the most appropriate solution for your situation: a new shipment, a credit note, or a refund.

⚠️ No compensation for shipping costs will be granted in the event of damage limited to the packaging, or in the event of refusal for any other reason.