One or more items are missing from my orderUpdated 22 days ago
Receiving your package is always a little exciting… until you realize something is missing. 😔
It’s very rare, but it can happen. A box poorly sealed, damaged packaging, or an item lost during transport… and you end up with an incomplete order.
Don’t worry, we’re here to help you fix this as quickly as possible.
Whether you noticed it right at delivery or only once you got home, here’s what to do so we can act fast.
🚚 Case 1: You notice the problem at the time of delivery
If you see that the package has been opened, is damaged, or is missing one or more items before accepting it, refuse the delivery.
This step is important: the package will be sent back to us directly, and we can get the process moving more quickly.
🏠 Case 2: You only notice the problem once at home
Sometimes it’s hard to spot an issue without opening the package. In this case:
Take photos of the package from all angles, especially if you notice anything unusual: different or added tape, torn cardboard, package already opened…
Clearly indicate which item(s) are missing in your message.
Attach a signed sworn statement declaring non-receipt of the missing item, including your full name, address, tracking number, and a copy (front and back) of your ID card.
💡 These elements help speed up the investigation with the carrier.
🔍 What we do next
We immediately open an investigation with the carrier.
Investigations usually take several business days, as they require checks with different logistics services.
We’ll update you every 2–3 business days on the progress until the issue is resolved.
Once the investigation is complete, we’ll confirm the chosen solution: resending the missing item or another option suited to your situation.
📅 Deadlines to report a problem
Carriers apply strict rules:
Damaged order: claim within 5 business days after delivery.
Lost or undelivered package: claim within 30 days after the shipping date.
⚠️ After 30 days from shipment, no investigation can be opened, even in case of loss or non-delivery. In this case, unfortunately, we won’t be able to offer a solution.
💡 Our tips to avoid unpleasant surprises
Always check the outer condition of the package upon receipt.
If you notice an issue before signing for or accepting the package, refuse it right away.
Let us know as quickly as possible: the faster the claim, the better the chances of resolving the situation effectively.
💌 Any doubts or questions?
Write to us as soon as possible at [email protected]. We’re here to find a solution together 🙏