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What should I do if I have received an opened or damaged parcel ?

Parcel receipt best practices :

If your parcel has been opened, damaged or if you notice that the references written on it does not match with your contact details (surname, first name, address, order number),  you have to refuse the delivery.

Here is the procedure to follow:

1) Note down your delivery opposition explicitly with the date to and do not forget to get it signed on the slip issued by the delivery person.
The deliverery person has to accept it.
Or refuse the parcel delivery 

2) Please open a dispute directly from your customer account :
Make sure to attach photos of the 4 sides of the box with the shipping label and tracking number visible.

These elements are required to file a claim against the carrier.


It genrally takes between 10 and 15 days to get a solution from the carrier.


Please note that if you accept a "residential depot" delivery : that is to say in a safe place but without any signature (ex: in front of your door, to your caretake, building hall etc.. .) : we are not allowed to open a claim against the carrier.


In case of contactless delivery, make sure to specify your name (or initials) to the delivery person so that they can write it on the PDA to update your tracking details appropriately.


Without any complaint from your part, we will consider that the delivery is ok which means that no dispute will be accepted anymore.

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