My package is damaged, what should I do?Updated 22 days ago

We all look forward to receiving our parcels… so getting one dented, torn, or poorly resealed is very disappointing. And it’s certainly not the level of service we want to provide you. Sometimes, fortunately, the packaging is damaged but the contents are intact. Unfortunately, sometimes an item is missing or damaged.
In any case, we’re here to help. Here’s how to proceed so we can handle the situation quickly.

🚚 Case 1: You notice the problem at the time of delivery

If possible, refuse the parcel before accepting it.
Notify us immediately to inform us of the situation.
Once the parcel is back at our warehouse, we will resend your order.

🏠 Case 2: You discover the problem once the parcel is at your home

Take clear photos of the package and, if necessary, of the products inside.
Send us these photos along with a precise description of the damage.
We will review your case quickly and offer you an appropriate solution.

💡 If the parcel is damaged but everything is present and in good condition, you can of course keep your order.

We will still report the incident to the carrier, as this is not the quality level we want to provide and they must be held accountable for this poor delivery.

🔍 What if an item is missing or damaged?

Missing item → follow the procedure in our article "One or more items are missing from my order" so we can start an investigation and find you a solution.
Damaged pair → see our article "My pair is damaged: what should I do?" which explains the steps to follow to get an exchange or refund.

💌 A question or need help?

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