We explain the steps to follow if the delivered package is damaged so that your customer complaint results in possible compensation.
The customer complaints process at My Podologie
Although our packages are shipped in excellent condition and packaged to prevent damage, they may be damaged during shipping. It is normal for you to request compensation.
However, it is necessary to carefully follow the procedure we have put in place so that we can make a claim with the carrier and compensate you accordingly.
The detailed steps
1. Check the general condition of your package:
Sometimes the package appears intact, but there may still be a damaged product inside. We recommend opening it:
- In front of the delivery person when it is a hand delivery . The law requires the delivery person to stay for at least 15 minutes.
- Within 24 hours of receipt for a discount on the landing
- In front of the seller if you had chosen the delivery to a relay point
If you notice any anomaly, such as if the package has DPD, Chronopost, or any other carrier tape attached, you must make a reservation. 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 move on to step 2.
2. Issue a reservation (or refuse the package)
Be sure to check that the carrier or seller clearly states "Subject to damaged goods".
Depending on the deliveries chosen, this step will be slightly different:
- In person: You must mention this directly to the delivery person so that they can note on their scanner that you wish to make a reservation. If your neighbor or another acquaintance is the one who will be collecting your package, remember to explain the procedure to them.
- On the landing: You must contact us within 24 hours of delivery, sending photos of the damaged package by email. We will then call the carrier so that they can contact you to issue reservations.
- At a relay point: You must let the seller know quickly, before they scan your package.
3. Contact us:
This last step is essential, regardless of the type of delivery chosen. You must contact us within 24 hours, by email .
This email must contain photos showing the defects in 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.
If you do not follow this procedure, we will not be able to consider your claim. If you do not submit a claim within this timeframe, the products will be considered as delivered in conformity and accepted.
Why do we have to ask for a reservation?
Without this reservation, the carrier categorically refuses the claim and compensation. In this case, it was up to us to pay to compensate you. In 2022, we had this case in 1 in 5 orders, which is a huge number.
Since April 2023, we have strengthened our customer complaint conditions.
This is why it is really necessary that you carefully check your package in front of the delivery person or seller in order to be able to open your claim.
How to issue an admissible reservation?
What if you haven't made a reservation?
As explained above, if you have not made any reservations, your claim cannot be processed and you will not be compensated.
Conclusion
It is very important to remember that:
Once the packages leave the My Podologie premises, we are no longer responsible for them.
It is imperative that you let us know 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 remember to carefully check the condition of the products inside the package. It may happen that an oil breaks and opens during transport.
