Your case
Item not as orderedReturn and reshipment at our expense
The product received does not match what was ordered: different item, colour, capacity… It is exchanged for the one chosen at the time of the order, with the return and reshipment charges borne by us.
Item damaged or in poor conditionReport within 48 hours
The product is in poor condition or was damaged during delivery. It is exchanged for a new one, delivery charges borne by us — provided it is reported within 48 hours of the parcel being received; after that, the item is no longer exchanged. If it is out of stock, the order is refunded.
Incorrect amount invoicedNew invoice
The amount shown on the invoice is higher or lower than the amount actually paid at the time of the order. A new invoice is issued, showing the exact amount paid.
Not delivered on timeRefund within 15 days
The item was not delivered within the maximum time announced on its product page at the time of purchase. If it has not been dispatched, the order is refunded within 15 days at most. If it has been dispatched, its return and then our acknowledgement of receipt trigger the refund of the order and of the return charges, within 15 days at most.
Fault during the warranty periodReturn for repair
A material defect makes the product unfit for the use it was intended for. If it is still under warranty and the defect is a material one — and not a fault of use — it is returned for repair; the return charges are borne by the customer.
How to report a problem to us
The 48-hour deadline
Damage found on delivery must be reported within 48 hours of the parcel being received, for example through the contact form or by WhatsApp, with photos to back it up. After that, the item is no longer exchanged.
- Gather the evidence: order number, photos of the product and of the packaging if the parcel is damaged.
- Contact customer service through the contact form, by WhatsApp or by phone. The opening hours are given in the legal notice.
- Wait for our reply before sending the product back: we tell you the address and the shipping method, and cover the charges when they fall to us.
- Follow progress from your orders.
If your request is a change of mind rather than a defect, it is the right of withdrawal that applies: the conditions and the charges are detailed there.
Frequently asked questions
I have received an item other than the one I ordered — what should I do?
The product is exchanged for the one you had chosen, with the return and reshipment charges borne by us. Report it through the contact form, quoting your order number.
My parcel arrived damaged — is there a deadline?
Yes: 48 hours after receipt. After that, the item is no longer exchanged. Take photos of the parcel and of the product as soon as you open it.
And if the product is out of stock?
You are refunded the amount of the order.
Can I return a product that works, simply because it does not suit me?
Yes, under the right of withdrawal, with specific conditions and charges: see the returns policy.
Where is my parcel?
The consignment number sent when it left us is used on our parcel tracking page. The full history is in your orders.
