In case of refusal of the order, your package will be automatically returned to us.
We invite you to inform our customer support to indicate your wish for a new shipment (subject to availability) or for a refund.
1 - Log in to your customer area.
2 - Click on Contact us (at the bottom of the homepage) and then at the top right:
3 - Choose "I have a question about a past order" in the subject line (1), "I did not receive my order" (2) and "I refused my order because the packaging or the product was damaged" for the reason for the request (3), by clicking here.
4 - Fill in the form and indicate your request in the description.
Specify if any reservations have been made and if necessary attach the email of reservations as well as any photos of the products and/or packages if they were taken during your refusal.
You can consult the article > Standard letter of reservation
5 - Click on SUBMIT :
6 - A message confirming that your application has been sent appears at the top right of your screen:
7 - The summary of your application appears and you are given an application number.
> Customer service will get back to you within 24 working hours.