My item is defective or does not match my order. What should I do?

Did you receive the wrong item (different model, size, color, or reference than what you ordered)? Is itincomplete, defective upon receipt, or broken after use? Submit a claim to customer service from your customer account.

Open an after-sales service request

Step 1

Go to My Account > Log in.
Click on My Returns & Customer Service.
Then New Request.
Select the relevant order.
Click on Make a return or after-sales service request.
Read and accept the return policy.

Step 2

Select the items concerned.
Specify the quantity concerned.
Selectthe condition of the item.
Choose the reason for your request:
- Wrong product received.
- Product malfunctioned or broke after use.
- Incomplete product.

Step 3

Explain the reason for your request in a few words.
You must attach:
- 1 photo ofthe entire product.
- 1 to 2 photosclearly showing the defect or damage.
- 1 photo ofthe serial number, if present.

Step 4

Click on Confirm request.

⚠️Noreturn request can be processed if this step is not completed; this is the only way to submit a customer service request. To ensure your request is processed quickly and efficiently, please be sure to include all the required information.

What happens next?

Our team will review your request and carry out the necessary checks (supplier, carrier, internal control) in order to understand the situation and implement the most appropriate solution for your case: exchange, repair, or replacement.

Find details of the process in the I have opened a service request. What happens next?