Order errors can happen, and we do everything we can to correct them quickly. What if you receive an incorrect item, the wrong size, or a different color than you ordered? Here's how to resolve the situation effectively.
Order errors may include:
- Incorrect reference sent : You received a product that does not match your order.
- Wrong color or size : The item received is from the correct range but with different characteristics.
- Missing item : One or more products from your order are not in the package.
- Product damaged upon delivery : The product received has defects or was damaged during transport.
📌 Good habit : check your package as soon as you receive it and report any anomalies quickly.
If you notice an error, contact our customer service immediately. Here are the steps to follow:
- Take photos of the product received and the packaging.
- Note the order number and the reference of the product received.
- Contact our customer service department via our online form or by phone.
- Wait for our approval before making any return.
📌 Important : Any error must be reported within 48 hours of receiving the package for prompt processing.
Depending on the nature of the error, here are the solutions we will propose:
- Immediate exchange : we will send you the correct item free of charge.
- Full refund : if you do not want an exchange, we will process the refund upon receipt of the incorrect product.
- Incorrect product return : we will cover the return shipping costs since the error is ours.
📌 Good to know : If you like the product you received and wish to keep it despite the error, contact us to see if a commercial gesture is possible .
If your package arrives damaged, here's what you need to do:
- Check the condition of the product in the presence of the delivery person if possible.
- Refuse the package if the product is visibly damaged.
- Take photos and contact our customer service immediately.
📌 Tip : Mention the problem on the delivery note before signing, this will facilitate the processing of your claim.
