My parcel is late, lost or damaged: what should I do?

Is your order late, apparently lost, or did it arrive damaged? Here's what to do, depending on the situation.

Delivery issues happen, and we're here to sort them out with you. The process depends on the case.

Late parcel

Carrier delivery times are indicative and not guaranteed. If the estimated time has clearly been exceeded, first check your parcel tracking (see "How do I track my order?"). If nothing is moving, contact us with your order reference: we'll chase the carrier for you.

Damaged or non-conforming parcel

If the parcel is damaged and/or has been re-taped, you must state your reservations on delivery. Otherwise, the carrier declines all liability and compensation.

Check the condition of the products as soon as you receive them. If there is damage, make your claim by noting your reservations on the delivery note. Then send us photos with your order reference: we'll look into a possible replacement or refund with the carrier.

Contact us with your order reference and your photos: we'll take it up with the carrier. The issue must be reported as soon as possible after receiving the product.

Updated on: 08/07/2026