My product does not match the product I ordered

I have received a non-compliant or incomplete product. What should I do ?

Have you received your order but the product does not meet your expectations, is missing a part or has a manufacturing defect ? We apologise for this inconvenience.

Here is the procedure to follow so that our after-sales service team can resolve your problem as quickly as possible.

Gather the necessary information.

In order to process your request efficiently, our advisors need to analyse the situation. Before contacting us, please prepare the following information :

• Photos of the product : Clearly show the defect or error (colour received differs from the order, design problem).
• Photos of the packaging : Take a photo of the entire box and, most importantly, a clear photo of the white label stuck on the box, as well as the ORDER number and SKU reference. This is the product's identity card, which allows us to check whether it is a shipping error.
• Details from the instructions : Identify the exact references and quantities of missing or defective parts using the assembly instructions.

Submit your claim

Contact us via our contact form, selecting the reason that applies to your situation.

Case A : The product is incorrect (wrong model or colour)

If you ordered an item in a certain colour and received a different one, or if the reference on the box does not match your order, this is a preparation error. After checking the photos of the labels, we will arrange for the product to be exchanged or the correct model to be sent at our expense.

Case B : Parts are missing

If the box does not contain all the parts needed for assembly, please list the missing references for us. If the part is in stock, we will ship it to you immediately. If it is out of stock, we will offer you an alternative solution such as a partial reshipment or an exchange.

Case C : The product has a manufacturing defect

If a part has a manufacturing, sewing or design defect that prevents its normal use, the legal guarantee of conformity applies. In this case, we will prioritise bringing the product into conformity : we will send you new spare parts to replace the defective components. If repair is not possible, we will exchange the product.

Our commitment : Once we have received your photos and information, we will respond with a concrete solution as soon as possible.