What should I do if an item is missing, damaged, or if the parcel is open?
If you notice that an item is missing, that a product is damaged, or that your parcel arrived open, the most important thing is to contact us quickly.
But before doing so, take a few minutes to carry out a very thorough check of your parcel and its contents.
Because many of our products are small, it can sometimes happen that an item goes unnoticed at first glance.
1. Check the parcel and its contents very carefully
Before concluding that an item is missing, take the time to inspect your order very carefully.
We recommend checking thoroughly:
- the shipping box or shipping envelope;
- the inside of the parcel;
- the corners, folds, flaps, and gaps in the packaging;
- as well as the area around you when opening the parcel.
Why?
Because our products are often small, and in some cases:
- they may slip into the gaps of the box;
- they may remain stuck in a fold or corner of the packaging;
- they may also fall to the floor when the parcel is opened without being noticed immediately;
- or simply go unnoticed during a first visual check.
Before writing to us, it is therefore important to do a calm, precise, and complete second check.
2. Check whether the product is really missing, damaged, or whether the parcel shows an issue
After this check, try to clearly identify the situation:
- is an item really missing?
- is a product damaged?
- did the parcel arrive open?
- or is it a doubt linked to the small size of a product or to checking too quickly when opening the parcel?
This step is important because it helps define the issue more clearly before contacting customer service.
3. Contact our customer service team as soon as possible
If, after a complete check, you still notice a problem, contact us quickly by email.
The sooner you contact us, the easier it will be for our customer service team to review the case under the right conditions.
In the case of an incomplete order, it is important to write to us within 48 hours after delivery.
You can also consult our refund policy.
4. Prepare the useful information
So that we can handle your request efficiently, make sure to prepare:
- your order number;
- a clear explanation of the issue you noticed;
- and any elements that our customer service team may ask for to review the case.
The goal is to quickly understand whether this concerns:
- a missing item;
- a damaged product;
- or a transport-related issue.
5. If an item is missing
If, despite a very thorough check of the parcel and its contents, an item is still missing, contact us quickly.
Before writing to us, make sure that the product has not:
- remained stuck in the packaging;
- fallen out when opening the parcel;
- or simply gone unnoticed because of its small size.
If the item is genuinely missing, our customer service team will open the case and tell you what happens next.
For incomplete orders, the report must be made within 48 hours after delivery.
6. If a product is damaged
If a product arrives damaged, contact us as soon as possible as well.
We will review the situation based on the information provided in order to determine the next appropriate step for the case.
Here too, the most important thing is to report the issue quickly, with a clear description of the damage noticed.
7. If the parcel is open
If your parcel arrives open, you should also report it to us quickly.
An open parcel does not automatically mean that an item is missing, but it does require an even more careful check of the full contents.
In that case, it is important to:
- check the entire packaging;
- inspect each item received;
- and report any anomaly noticed to us.
If you notice that the parcel is open at the time of delivery, we recommend that you refuse the delivery.
The parcel will then be returned to us, which will allow us to open an investigation with the carrier under better conditions.
This is an important reflex, because it makes it possible to report the issue immediately at the time the parcel is handed over.
8. What happens next?
Once your message has been received, our customer service team reviews the situation.
Depending on the case, we may:
- ask you for additional information;
- open a file;
- contact the carrier if necessary;
- then come back to you with the next step adapted to your situation.
If the issue concerns transport, we handle the follow-up with the carrier and keep you informed.
9. Do you need to deal with the carrier yourself?
No, not necessarily.
If the issue requires a transport-related process, our customer service team can take over.
In other words, if an investigation or an exchange with the carrier is needed, we will handle the follow-up and come back to you as soon as we have the useful information.
So you do not have to manage this situation alone.
The easiest thing to remember
If an item seems missing, if a product is damaged, or if the parcel is open:
- check the parcel, the packaging, and its contents very carefully;
- keep in mind that our products are often small and can go unnoticed;
- make sure that no item is stuck in the box or has fallen out when opening it;
- contact our customer service team quickly if the issue is confirmed;
- and, in the case of an incomplete order, make sure to write to us within 48 hours after delivery.
If the parcel is open at the time of delivery, refuse it so that it can be returned to us and so that we can then open an investigation with the carrier.
Key takeaways
Before reporting a missing item, always take the time to check carefully:
- the box or shipping envelope;
- the full inside of the packaging;
- the gaps, folds, and flaps;
- as well as the area around you when opening the parcel.
Because our products are often small, it can sometimes happen that an item slips into the packaging, falls out when opening the parcel, or is simply not noticed immediately.
If, after this full check, an item is still missing, a product is damaged, or the parcel is open, contact our customer service team quickly.
In the case of an incomplete order, the report must be made within 48 hours after delivery.
If the parcel is open at the time of delivery, refuse the delivery so that it can be returned to us and so that we can then open an investigation with the carrier.
Updated on: 21/03/2026
Thank you!