We explain the steps to follow if the delivered package is damaged so that your customer claim can lead to possible compensation.
My Podologie's customer claim process for packages
Although our packages are shipped in very good condition and packaged so that they do not deteriorate, they can get damaged during transport. It is normal that you would want to be compensated.
However, it is necessary to strictly follow the procedure we have put in place so that we can file a claim with the carrier and compensate you accordingly.
Detailed steps
1. Check the general condition of your package:
Sometimes the package appears intact, but a product inside may still be damaged. We advise you to open it:
- In front of the delivery driver for a hand-delivery. The law obliges the delivery driver to stay for a minimum of 15 minutes.
- Within 24 hours of receipt for a delivery to your doorstep.
- In front of the seller if you chose delivery to a relay point.
If you notice any anomaly, for example, if the package has DPD, Chronopost, or any other carrier's tape, you must definitely make a reservation. Indeed, this means that there was a problem during transport and that the tape was added during the delivery process since we do not have access to this tape.
You can now proceed to step 2.
2. Make a reservation (or refuse the package)
Be sure to check that the carrier or seller explicitly mentions "Subject to damaged goods."
Depending on the chosen delivery method, this step will be slightly different:
- Hand-delivery: You must mention it directly to the delivery driver so that they can note on their scanner that you wish to make a reservation. If your neighbor or another acquaintance is collecting your package, remember to explain the procedure to them.
- To your doorstep: You must contact us within 24 hours of delivery, by sending photos of the damaged package via email. We will then call the carrier so they can contact you to make reservations.
- At a relay point: You must inform the seller quickly, before they scan your package.
3. Contact us:
This last step is crucial, regardless of the type of delivery chosen. You must contact us within 24 hours, by email.
This email must contain photos showing the defects of your package so that we can, in turn, contact the carrier.
You will quickly receive compensation after sending the email containing photos of the damaged package.
Without compliance with this procedure, we will not be able to process your claim. In the absence of a claim within this period, the products will be considered delivered in conformity and accepted.
How to make a valid reservation?
What if you haven't made a reservation?
As explained previously, if you have not made any reservation, your claim cannot be processed, and you will not be compensated.
Conclusion
It is very important to remember that:
Once packages leave My Podologie's premises, we are no longer responsible for them.
It is imperative to inform us that you have made or wished to make (if your package was delivered in your absence) a reservation within 24 hours of receiving the package:
- By email
- With photos showing the damaged package
We remind you to carefully check the condition of the products inside the package. It can happen that an oil breaks and opens during transport.
