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.
During the process of creation of your claim for MISSING PRODUCTS, the system reminds you of all the tracking numbers with a direct link to the carrier in order to check the status of the shipment. If you find that one of the packages is still being delivered, you can cancel your claim while it is being created.
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. Making a claim
If, however, after receiving all the packages, you notice a missing product, you can make a claim via our Quality Claim tool.
Our customer service will be in touch as soon as possible.
4. We process your claim
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.
To access our after-sales service tool: Where to manage my quality claims?
To help you with your claim: Submit a claim