Breakage during your delivery

Updated by Hélène

If unfortunately your buyer receives his broken order it is imperative to follow the terms of receipt that you have communicated to him. The buyer has 48 hours once the product is received to keep us informed.

Therefore, he has three options :

  1. He keeps the product and asks for a commercial gesture
  2. He keeps the lot and is compensated for the breakage
    example : 1 broken glass on 1 lot of 6 glasses, it is compensated 1/6th of the lot
  3. It returns the product/ batch and is fully refunded. If you wish to recover the product, the shipping costs are at your expense. Also, it is up to you to file a claim with the carrier in order to obtain financial compensation.

Our Customer Happiness team is at your disposal! If you have any questions, please do not hesitate to contact her 💌 and 📞 +44 20 3923 1040 (open from 2pm to 6pm, Monday to Friday).

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