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What checks should I perform when receiving my package?
Before accepting your delivery
Carefully check the condition of the packages:
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For minor damage (scratches, scrapes): note the problems on the delivery slip.
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For major damage (dents, holes): refuse the goods and specify the reasons on the delivery note.
Examples of valid reservations
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"Package delivered with dent on the left side, risk of missing product"
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"Packaging torn over 10 cm, suspected breakage."
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"Sealing tape detached, package may have been opened"
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"Box damp and collapsed, contents potentially damaged"
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"Abnormal noise inside, suspected broken item"
Examples of invalid reservations
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"Subject to unpacking"
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"Packaging intact"
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"Exterior in good condition"
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"Level upon delivery"
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"Package not checked"
Important: do not let the delivery driver dictate your actions or what to write on the delivery note. State any reservations as clearly and precisely as possible so that any damage found is taken into account correctly.
⚠️ If these instructions are not followed and damage is found after acceptance of the delivery, no claims will be processed.
Report the incident
Report the incident immediately:
- Go to My account > Log in.
- Click on My Orders.
- Select the order and package concerned.
- Click on Report a delivery incident.
- Select the appropriate Reason from the list provided.
- Describe your situation in the Comment field .
⚠️For locker deliveries, you have a maximum of 72 hours to report any problems with the package.