Upon reception of your package, your product is missing. Please note that our picking system is fully computerized, integrating several levels of barcode control.
1. Check your number of packages
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.
2. Check your invoice
A mistake or omission is easy to make. We kindly ask you to check the quantity of products ordered on your invoice.
3. Send your complaint
If, however, after reception of all packages, you notice a missing product, send to firstname.lastname@example.org :
- Your complaint.
- Your order number.
- The list of missing products.
Our customer service will be in touch as soon as possible.
4. We process your complaint
If the anomaly is confirmed, we will offer you the choice between:
- A voucher for the amount of missing products.
- A refund of the amount of missing products (within 15 days maximum).
For more informations, visit our FAQ section: Discount vouchers.