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Should the package(s) arrive damaged, or the number of packages not correspond to the order placed, you must promptly inform the courier at the time of delivery, by indicating the nature of the problem on the product delivery note, which must be returned signed to the carrier. Any problems regarding the physical integrity, correctness or completeness of the goods must be reported within 7 days of delivery, according to the above-mentioned methods, to our Customer Care team at the following email address: firstname.lastname@example.org.
At the time of delivery, the customer is required to check:
- that the number of packages received corresponds to what is indicated on the delivery note;
- that the packaging is intact and not damaged, wet or otherwise altered, including the materials used to seal the packages (e.g. tape);
- any damage to the packaging and/or product, or whether any packages are missing; these must be immediately reported by specifically indicating the problem on the delivery note to be returned to the courier;
- any problems concerning the physical integrity, correctness or completeness of the products received; these must be reported to our Customer Care team (via phone or email) within 14 days of receiving the goods.
In the event of non-compliance, we recommend retaining the original packaging and any accompanying documentation until the investigation procedure is complete, in order for the courier in question to carry out the appropriate checks.