What you should know before making your claim

Changing content: adding one or more items

If your order hasn’t been shipped yet, you have two options:

  • Place a second, additional order: choose this option if your order has already been shipped.

  • Cancel the current order and place a new one: do not choose this option if:
    • the product you want to add comes from a different seller (this will generate a new order);
    • your initial order has already been shipped.

Changing content: removing one or more items

  • If your order has not yet been shipped, you can request to cancel one or more items to obtain a refund for both the items and any associated shipping costs, as long as free shipping wasn’t offered.

  • If your order has already been shipped, cancellation will no longer be possible. We recommend that you refuse to accept the parcel on delivery.
    Warning: if you refuse the delivery and in accordance with the right to cancel, the seller reserves the right to deduct the return fee from your refund.

Changes to your personal information

These changes may involve your delivery address or the recipient:

  • Change to the recipient: whether your order is currently being prepared or has already been shipped, details about the new recipient are simply passed along to the carrier.

  • Change to the delivery address: we will send your request to the carrier, who will tell us once they’ve made a decision.

    • If your order has not been shipped:  acceptance is possible as long as there is no extra cost to the carrier. In cases of refusal, you may cancel your order and place a new one using the new address.

    • If your order has already been shipped: acceptance is possible as long as there is no extra cost to the carrier. However, in cases of refusal and in the event that the carrier is unable to deliver the parcel to you, you will be informed via email, text message and/or your parcel tracking service about the carrier’s next steps.

How to make changes to your order

If you would like to change your order, please follow these steps:

  1. Sign in to your customer account using your email address and password.
  2. Click “ACCOUNT” and then “My orders” to find the order in question
  3. Click on the order, then on the “Online Support” section and follow the instructions to confirm your request

The seller will respond via email within 48 business hours to provide further information about the status of your request. Please check both your inbox and spam folders during this time.

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