Broken delivery

Updated by Jane

When you receive your order, take the time to unpack it in front of the carrier. If, unfortunately, it breaks, ask to complete the delivery slip: this is a paper on which you must explicitly indicate the damage caused to the product and the state of its packaging, followed by your signature. Remember to take pictures! We recommend that you be as precise as possible so that your request is taken into account.

You have the right to immediately refuse the product upon delivery and get the full refund of your purchase. We ask that you report this damage to us on the day of delivery.

If you have not had the opportunity to check your order within the carrier’s presence, you have a maximum of 48 hours to inform us of the damage (photos to support your request). Following this, you have two options:

  1. You keep the product and ask for a commercial gesture
  2. You return the product and receive a full refund

Our Customer Happiness team is at your disposal by 💌 or at 📞 +44 20 3923 1040 (from 2pm to 6pm, Monday to Friday).

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