Missing/wrong shipments received
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Unfortunately, sometimes the recipient may receive a package that is missing some items or contains the wrong product. For this reason, it is important to check the package once it has been delivered. In each of these cases, we ask for the following photos:
- the wrapped package
- the transport labels
- clear pictures of the goods received (measurements, labels...)
- Product label photo
When we receive the photos, we start investigating to identify the cause. First, we will check our inventory and system to determine if there was an error in preparing the package. We will then examine the shipping labels and determine if they have been mixed up with another order/shipment.
Once the problem is found, we will inform you about the resolution of the case and suggest how to proceed further.
Note that in these two cases, if it is an error on our part or on the part of a transport service provider, the customer will not have to pay any additional shipping costs.
Please let us know if you would like a replacement on a second invoice.