Steps to follow:

1. If you notice upon delivery that your package has been opened and one or more items are missing from your order, refuse the delivery.

2. If refusing the delivery is not possible, send us photos of the package if you notice unusual signs (extra tape, torn package, open package...) and indicate the missing product(s).

3. Attach a signed Declaration of non-receipt of the package to your email, including your full name, address, and tracking number, as well as a copy of your ID (front and back). This will help speed up the investigation with the carrier.

4. We will initiate an investigation with the carrier and keep you informed within 3 business days regarding the missing product(s).

📦 Claims deadlines

Carriers impose strict deadlines for opening an investigation:

• Damaged order: claim to be made within 5 working days of delivery.
• Lost or non-received parcel: claim to be made within 30 days of dispatch date.

👉 Beyond 30 days after dispatch, no investigation can be opened, even in the event of loss or non-receipt. Unfortunately, we will not be able to offer you a solution in this case.

💌 A question or doubt?

Contact us as soon as possible at [email protected] as soon as you notice a problem with the delivery. The faster your complaint, the better our chances of resolving the situation efficiently. 🙏