1. Mandatory Check upon Delivery

To ensure quick and efficient handling in case of transport issues, we ask all our customers to systematically check the package's condition before accepting it.

This procedure is particularly important for insured packages with a value exceeding €100.

2. What to Check upon Receipt?

Before signing or accepting the package, please check:

• the overall condition of the cardboard box;
• any signs of impact or crushing;
• if the package has been opened or reconditioned;
• the potential presence of missing products;
• any abnormal or suspicious packaging.

3. In Case of Damaged or Suspicious Package

If you notice an anomaly, you must:

• refuse the package
• AND
• immediately make precise reservations with the carrier at the time of delivery.

Examples of acceptable reservations:

• "cardboard heavily damaged"
• "package open upon receipt"
• "packaging crushed"
• "product potentially damaged"

The mention "subject to unpacking" has no value with carriers and insurers.

4. Important Regarding Transport Insurance

All our shipments are insured against transport-related damages.

Without refusal of the package and without a reservation noted at the time of receipt, the transport insurance may refuse to cover the claim.

Unfortunately, we cannot intervene with the carrier or the insurance if no anomaly was declared upon delivery.

5. Claim After Delivery

For any request related to damaged transport, please send us:

• photos of the package;
• photos of the product;
• a photo of the transport label;
• a precise description of the problem encountered;
• as well as the reservations made with the carrier.

Incomplete requests may lead to additional processing time.

6. File Review & Processing Times

Any claim related to transport damage undergoes an analysis procedure with the carrier and transport insurance.

Each file is reviewed according to:

• reservations made upon delivery;
• the condition of the package;
• the submitted elements;
• the transport insurance coverage conditions.

A request for refund, replacement, or compensation cannot be considered automatic.

Processing times may vary depending on carriers and insurers and may take several weeks before a final decision.

No definitive validation can be confirmed before the complete closure of the file by the relevant services.