In Case of Breakage
When you receive your product, take the time to unbox it immediately.
If you did not have the opportunity to inspect your order right away, you have 48 hours to inform us of any damage (photos to support your claim preferred).
Contact our team via the contact form
In the case of delivery by carrier through Selency
If unfortunately the product arrived broken, ask to fill out the carrier's reserve form: this is a document on which you must explicitly indicate the damage caused to the product and the condition of its packaging, followed by your signature. Remember to take photos!
You have the right to refuse the product immediately upon delivery and thus obtain a full refund of your purchase. We ask you to report these damages on the day of delivery.
Once we confirm that we are dealing with a carrier breakage case, two options are available to you:
You keep the product and we refund you proportionally to the extent of the product's deterioration
You return the product and are fully reimbursed.
In the case of delivery by Cocolis
Cocolis has taken out insurance up to €150 per transport.
If unfortunately your product arrives broken, you have 5 days to report this breakage to the Cocolis customer service by sending an email with supporting photos to 💌 contact@cocolis.fr. Cocolis will open a claim with their insurer and will get back to you to compensate you.
In the case of delivery by the seller
Once we confirm that we are dealing with a carrier breakage case, two options are available to you:
You keep the product and we refund you proportionally to the extent of the product's deterioration
You return the product and are fully reimbursed. The costs of outbound and return shipping are the responsibility of the seller.
It is important that both the buyer and the seller open a dispute to allow the seller to obtain a financial remedy.