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All our packages are prepared and packed carefully because we are committed to meeting your needs in the best possible way. But, as we are human, there is always the risk of an oversight or something getting broken while in transit. Don’t worry, there is a solution, to every problem, at least as far as we are concerned.
Package not received
If you haven’t received your order even though you’ve received an email from us saying your package has been despatched, here’s what to do:
- Check your ORDER TRACKING to get the status of your delivery.
- Contact us using the contact form on our website giving us your invoice number (on the despatch document) and letting us know in what way your delivery is unsatisfactory.
A product is missing on delivery
If you didn’t receive your entire order when delivery was made, here’s what to do:
- CHECK that the missing product hasn’t gone astray inside the package.
- Check the missing product doesn’t have a DELIVERY TIME-FRAME that is different from the rest of the order: it’s possible that it’s being sent separately.
- Contact us using the contact form on our website, giving us your invoice number (on the despatch document) and letting us know which product is missing.
You have received a damaged or faulty product
It is IMPERATIVE to open the parcel to check the condition of the goods, in front of the delivery person or in a parcel relay. If the product is damaged, REFUSE delivery and write on the delivery note: ‘parcel refused because goods broken’. Do not sign the delivery note without checking.
If the driver or relay refuses to carry out this check, please indicate this on the delivery note.
Please note: the words ‘subject to unpacking’ have no value.
Please note: a product that arrives broken, accepted and without clear and precise reservations made on the delivery note cannot be taken back, exchanged or reimbursed.
Please do not hesitate to contact us by sending us photos via the Contact form on our website, making sure to quote your invoice number (shown on the delivery note).
You notice a fault after use
If you notice a defect in one of our products after use, such as breakage or an ineffective self-cleaning treatment, follow these steps:
- PHOTOGRAPH the product in its entirety and in detail if necessary. Photos must be clear.
- SEND us your photos using the Contact form on our website, clearly stating your invoice number (found on the delivery note) and describing the problem found with the product.
Rest assured that we will be quick to react to your message and that we’ll get in touch with you by email or telephone to find a solution to the problem.
We will replace or refund items that have been overlooked, we will re-send products that were damaged when you received them and we will provide all the technical support we can to ensure that you can get the best out of our products.