This page presents the general conditions of our Parcel Protection, applicable to all destinations. These conditions may be updated in order to clarify or adapt to changes in our services.
Order with peace of mind. By adding Parcel Protection to your order, you're covered in the event of problems during transport.
What Parcel Protection covers :
- Parcel lost in transit (no tracking update for more than 60 days)
- Heavily damaged parcel rendering product unusable
- Parcel blocked or returned by customs due to an error on our part (declaration, documents)
What's not covered:
- Customer address error
- Minor damage to packaging not affecting the product
- Late delivery without loss of parcel
- Customs duties, VAT or destination country taxes (at customer's expense)
How do I report a problem?
Contact our customer service department by e-mail or livechat within 14 days of:
- the delivery date confirmed by the carrier, or
- the finding of a customs blockage or return to sender.
Please provide your order number. In the event of a damaged parcel, please attach photos of the product and packaging.
Resolution in the event of a confirmed problem :
After checking your file, we will propose a suitable solution:
- Credit note - received instantly by e-mail, usable for an unlimited period of time
- Return your order - free of charge
- Refund - return to your payment method within 14 to 21 working days
The compensation corresponds to the value of your order. Protection fees are not refundable as the service has been used. The solution will be discussed with our customer service department depending on your situation.