My order is missing a product
At our warehouses, your orders are rigorously packed and checked before dispatch.
However, when you open your parcel and notice that one or more products are missing, we suggest that you first empty the box to ensure that the product is not hidden inside.
Case 1: If the missing product is not mentioned on the delivery note, you must ensure that it was ordered. If it has been ordered, this is an error on our part and you should contact the Chat to inform you of the next steps.
Case 2: If the product is mentioned on the delivery note but is not in the parcel, you must send us a photo of the parcel with the label visible, a photo of the items received with the delivery note visible and a simple affidavit in order to regularise the shipment.
Depending on the number and volume of products ordered, your order may have been dispatched in several packages.
You can contact us so that we can provide all the tracking links.
We apologise for any inconvenience, as we do our utmost to avoid any malfunction in the preparation chain.
If you have the slightest doubt before opening your parcel, do not hesitate to film the opening of the shipping parcel to create irrefutable proof.
For faster processing, we will ask you for photos and apply the necessary measures, after investigation by us and the carrier.
However, when you open your parcel and notice that one or more products are missing, we suggest that you first empty the box to ensure that the product is not hidden inside.
Case 1: If the missing product is not mentioned on the delivery note, you must ensure that it was ordered. If it has been ordered, this is an error on our part and you should contact the Chat to inform you of the next steps.
Case 2: If the product is mentioned on the delivery note but is not in the parcel, you must send us a photo of the parcel with the label visible, a photo of the items received with the delivery note visible and a simple affidavit in order to regularise the shipment.
Depending on the number and volume of products ordered, your order may have been dispatched in several packages.
You can contact us so that we can provide all the tracking links.
We apologise for any inconvenience, as we do our utmost to avoid any malfunction in the preparation chain.
If you have the slightest doubt before opening your parcel, do not hesitate to film the opening of the shipping parcel to create irrefutable proof.
For faster processing, we will ask you for photos and apply the necessary measures, after investigation by us and the carrier.
Updated on: 27/02/2024
Thank you!