Package received damaged and item missing: what should I do?

Perform all checks at the time of delivery. 

 

If the package appears damaged, opened, incomplete, or unusually light, write clear and meaningful reservations on the delivery slip.

 

For a list of checks to perform and examples of reservations, see the page What checks should I perform when receiving my package?  

 

Your package has been carefully prepared by our logistics team, and each item is scanned before being placed in the box.

 

Sometimes, our logistics department may open some of the original packaging to insert other items from your order. We therefore invite you to unpack your package completely and check the inside thoroughly, including the padding, flaps, and corners, where a small item could be hidden.

 

Each product is checked at various stages of shipping and carefully packaged to ensure its protection. If an anomaly is found, it probably occurred during transport.

 

If your package has arrived damaged and/or items are missing, report it immediately:

 

• Go to My Account > Log in.
• Click on My Orders.
• Select the order and package in question.
• Click on Report a delivery incident.
• Select the reason that applies to your situation.
• Describe the issue in the Comment field .

Prepare the necessary items (photos of the box, shipping label, and items). Keep all packaging until the end of the procedure: an incomplete file could result in your claim being rejected. 

 

⚠️ No replacement or compensation will be provided in the event of damage limited to the packaging, provided that the products are intact and functional.