My order is missing a product
Our teams carefully prepare each order and check its contents before dispatch. However, if a product is missing when you open your parcel, here are the steps to follow:
1️⃣ Check your parcel
🔎 Empty the packaging completely to make sure the product is not hidden inside.
2️⃣ Identify the situation
📌 Case 1: The missing product does not appear on the delivery note ➡️ Check that it was ordered. If so, contact our chat service to rectify the situation.
📌 Case 2: The product is indicated on the delivery note but is missing from the parcel ➡️ Please send us :
A photo of the parcel with the shipping label clearly visible.
If the parcel is damaged, a photo of the damage to the parcel.
A photo of the items received, with the delivery note visible.
A sworn statement describing the problem.
3️⃣ Check whether your order has been sent in several packages
Depending on the volume and number of products ordered, your order may have been sent in several packages. Please contact us to obtain the corresponding tracking links.
We apologise for this inconvenience and do our utmost to ensure a quality service.
📢 Tip: If you have any doubts before opening your parcel, we recommend that you film it being opened. This will provide proof in the event of an anomaly.
For rapid processing, please provide us with the photos requested. After investigating with our teams and the carrier, we will apply the necessary measures.
1️⃣ Check your parcel
🔎 Empty the packaging completely to make sure the product is not hidden inside.
2️⃣ Identify the situation
📌 Case 1: The missing product does not appear on the delivery note ➡️ Check that it was ordered. If so, contact our chat service to rectify the situation.
📌 Case 2: The product is indicated on the delivery note but is missing from the parcel ➡️ Please send us :
A photo of the parcel with the shipping label clearly visible.
If the parcel is damaged, a photo of the damage to the parcel.
A photo of the items received, with the delivery note visible.
A sworn statement describing the problem.
3️⃣ Check whether your order has been sent in several packages
Depending on the volume and number of products ordered, your order may have been sent in several packages. Please contact us to obtain the corresponding tracking links.
We apologise for this inconvenience and do our utmost to ensure a quality service.
📢 Tip: If you have any doubts before opening your parcel, we recommend that you film it being opened. This will provide proof in the event of an anomaly.
For rapid processing, please provide us with the photos requested. After investigating with our teams and the carrier, we will apply the necessary measures.
Updated on: 12/03/2025
Thank you!