AFTER SALES SERVICE

Our sales department is at your disposal for your requests regarding the quality of our products. Find below all the answers to your questions about Secondflor after-sales service

DAMAGED PACKAGE

Upon reception of your package you must imperatively check its condition before signing the receipt of the package. The delivery person must wait for your verification. If you notice any irregularities in the condition of the package (torn film, damaged boxes), you must refuse delivery or issue handwritten, accurate and dated reservations. You can then check the condition of the goods.

If no reservations have been reported, no request for after-sales service will be accepted.

DEFECTIVE OR DAMAGED PRODUCT

You notice an irregularity on one or more products.  

Send the order number, product photos (of good quality with the object of the complaint clearly visible) and your claim in an email to qualite@secondflor.com. 

Your complaint must be sent to us within 11 days of the date of receipt of your order. 

Our customer service will answer you as soon as possible. If the anomaly is confirmed, we will offer you the choice between a voucher for the amount of the defective products or their refund (within 15 days maximum). 

MISSING ITEM

It is common for your order to be shipped in several independent packages. Each package has its own tracking number. You will receive one email per tracking number. Sometimes not all packages are delivered at the same time. Please check the number of tracking numbers that were sent to you by email when your order was shipped. Missing products may be in another package being delivered

If, however, after reception of all packages, you notice a missing product, send your claim by email to qualite@secondflor.com with your order number and the list of missing products. Our customer service will answer you as soon as possible. If the anomaly is confirmed, we will offer you the choice between a voucher for the amount of the defective products or their refund (within 15 days maximum). 

NON-COMPLIANT ORDER

You did not receive the right product, the right colour, the right packaging? Our entire order picking system is computerized. Each product is scanned and deducted from our stocks. However, our teams are not infallible and an error may occur during the preparation of your orders. 

Send us your claim by email at qualite@secondflor.com with your order number, description of the mistake and photos of the concerned products. In case of color or size error, please highlight the barcodes concerned. Our customer service will answer you as soon as possible. If the problem is confirmed, we will offer you the choice between a voucher for the amount of the defective products or their refund (within 15 days maximum). 


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