In the event of a delivery problem due to:
– the loss of your package
– the non-delivery of your order despite a tracking number indicating that the order has been delivered.
The procedure to follow will be different:
I) If the delivery of your package is against signature: please contact our customer service via the contact form so that a complaint can be filed.
2) If the delivery of your parcel is done without a signature: it is essential to contact the carrier in order to file a complaint with their service.
Once the carrier has completed the investigation into your complaint, an e-mail will be sent to notify you either:
– that your order will be compensated because it has been recognized that a problem occurred during delivery.
– that the investigation proves that your order has indeed been delivered to the address indicated.
>> In both cases, you will need to forward this e-mail to our customer service, so that we can intervene for the reimbursement of your order or not. Please contact us only when you receive this survey response email.