My order is marked as "delivered" but I haven't received anything.
If your order is marked as delivered, this means that the delivery person was able to :
✔️ Give you the parcel in person.
✔️ Put it in your letterbox.
✔️ Leave it with a neighbour.
Steps to follow to find your parcel :
1️⃣ Check your surroundings: check your letterbox, the entrance, the garden or any other place where the parcel may have been left.
2️⃣ Contact your deliveryman: ask him directly for details of the delivery, either during his round or by going to the nearest post office.
3️⃣ Ask your neighbours: they may have received your parcel in your absence.
Parcel not found?
If, despite these checks, the parcel cannot be found, it will have to be reported as stolen, which is not our responsibility. We advise you to report the problem to the carrier and its customer service department.
We also invite you to contact us quickly so that we can also open an investigation by providing us with the following information We will then ask you:
📌 A sworn statement and a photocopy of your identity document (examples are available online or we can provide you with a template if required).
📌 A complaint in certain cases.
We would point out that the declaration of this type of incident must be made within 48 hours of the ‘non-delivery’ of the parcel. After this time, a claim may not be taken into account by the carrier.
If these elements are consistent, we will replace your order on a commercial basis.
📢 Important : No refunds will be given. The right of withdrawal will no longer apply and items cannot be returned.
✔️ Give you the parcel in person.
✔️ Put it in your letterbox.
✔️ Leave it with a neighbour.
Steps to follow to find your parcel :
1️⃣ Check your surroundings: check your letterbox, the entrance, the garden or any other place where the parcel may have been left.
2️⃣ Contact your deliveryman: ask him directly for details of the delivery, either during his round or by going to the nearest post office.
3️⃣ Ask your neighbours: they may have received your parcel in your absence.
Parcel not found?
If, despite these checks, the parcel cannot be found, it will have to be reported as stolen, which is not our responsibility. We advise you to report the problem to the carrier and its customer service department.
We also invite you to contact us quickly so that we can also open an investigation by providing us with the following information We will then ask you:
📌 A sworn statement and a photocopy of your identity document (examples are available online or we can provide you with a template if required).
📌 A complaint in certain cases.
We would point out that the declaration of this type of incident must be made within 48 hours of the ‘non-delivery’ of the parcel. After this time, a claim may not be taken into account by the carrier.
If these elements are consistent, we will replace your order on a commercial basis.
📢 Important : No refunds will be given. The right of withdrawal will no longer apply and items cannot be returned.
Updated on: 12/03/2025
Thank you!