We’re sorry for the inconvenience.
Here are the steps to follow depending on your situation.
📦 The parcel is damaged, but the products are in good condition
In this case, there’s nothing to worry about 🙂
👉 If you wish to return an item, you can use a different box.
Your return label is available in your customer account.
📦 The products are also damaged
👉 Please contact us as soon as possible via the contact form, including:
Photos of the parcel
Photos of the damaged product(s)
⏱️ Ideally within 3 days of receipt.
We’ll get back to you with a suitable solution (exchange, refund, etc.).
⚠️ Important information at delivery
If you notice a problem when receiving your parcel:
👉 We recommend that you:
Refuse the parcel if it is open, incomplete or damaged
➡️ This makes it easier for us to handle your case.
📍 Delivery to a collection point
If you collect your parcel from a collection point:
👉 Remember to check:
The condition of the parcel
Its contents
before signing for receipt.
Haven’t found the answers to your questions?
Feel free to contact our team of HardGuides experts via the contact form.