Package refused or unclaimed

You refused a damaged package or canceled the order, or the package was returned to us by the carrier after being unable to be delivered to the recipient. A package destined for mainland France usually returns to us within 48 hours for Chronopost and within 1 to 2 weeks for other carriers.

When we receive a package that could not be delivered, an email is sent to the account’s email address to determine the next steps for the order. This email allows you to specify your choice:

• Reshipping the order to the same address;
• Shipping to a different address;
• Issuing a credit note or a refund.

It is also possible to contact us in advance to let us know your preference: we can then implement the agreed processing without any additional steps when the package is received. If the returned package contained an item returned for after-sales service, rather than a new order, only reshipping can be arranged. Once a package is about to be or has already been returned, don’t hesitate to contact us. We can create a case together and note your instructions to save time later.