The carrier has arrived with my delivery, what needs to be done?

Step 1:

Check that all the instructions appear on the delivery note and check the quantities indicated (Example no.1: a pallet containing three parcels: you should have three parcels. Example no. 2: a parcel + one of excess length: check that both are present).

Indicate anything that is missing on the delivery note. You have 24 hrs to send a scan of the note to the Customer Service department.

Step 2:

Check the outside appearance of your parcel(s):

  • Normal appearance: you can accept the delivery, indicating “delivery in order”, and sign the delivery note.
  • Presence of anomalies:
    • it is open or seems to have been opened,
    • it has been repackaged by the carrier (straps, carrier tape),
    • it is misshapen or damaged,
    • it is damp or there are traces of liquid

If your parcel has any anomalies, you have three available options:

Step 1:

Accept the parcel without checking, and indicate “delivery in order”: there will be no option for recourse with the carrier in the event of an issue.

Step 2:

Reject the parcel from the beginning without performing checks: the carrier will automatically return the parcel to us. You must indicate on the delivery note that it has been rejected and clearly indicate the reason(s) for the refusal to accept. Please inform us of the rejection of the parcel via email or via telephone on +33 (0)3 90 59 02 20, also indicating the number of the order concerned, if you have this information available.

Step 3:

You decide to do an inspection in the presence of the driver before signing. There are two possible options:

Case 1 : The driver does not have time to immediately check the contents of the parcel according to the delivery note, but you still decide to accept the parcel. You need to indicate on the delivery note: “parcel damaged or repackaged, presenting the risk of broken or missing items” (it is imperative to write this phrase and not indicate: “possible reservations subject to unpacking”). You have 24 hrs to send a scan of the note to the Customer Service department and, if needed, indicate the quantities, names and special reference codes of any products that are potentially damaged or missing.

Case 2 : The driver is not able to immediately check the contents of the parcel according to the delivery note as you want to accept the parcel. Two options available:

  • If there are no missing or damaged products, you need to nonetheless indicate on the delivery note: “parcel damaged or repackaged but no missing or damaged product”.
  • If there are missing or damaged products, you need to indicate on the delivery note: “parcel damaged or repackaged” and also indicate on the note the quantities, names and specific reference codes for the products concerned.

In both situations, you need to send a scan of the note to the Customer Service department.