We explain the steps to follow if the delivered package is damaged so that your customer claim can result in possible compensation.
The customer complaint process for packages at My Podologie
Although our parcels are shipped in excellent condition and packaged to prevent damage, they can still be damaged during transit. It is understandable that you would want compensation.
However, it is necessary to strictly 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 overall condition of your package:
Sometimes the package may appear intact, but a product inside could still be damaged. We advise you to open it:
- In front of the delivery person when it is a hand delivery . The law requires the delivery person to remain for a minimum of 15 minutes.
- Within 24 hours of receipt for delivery to the landing
- In front of the seller if you had chosen delivery to a collection point
If you notice any anomaly, such as if the package has DPD, Chronopost, or any other carrier's tape on it, you must file a complaint. This indicates that there was a problem during transport and that the tape was added during the delivery process, as we do not have access to it.
You can now proceed to step #2.
2. Raise a reservation (or refuse the package)
Be sure to check that the carrier or seller clearly states "Subject to damage to goods".
Depending on the delivery options chosen, this step will be slightly different:
- Hand delivery: You must mention it directly to the delivery person so they can note on their scanner that you wish to make a reservation. If your neighbor or another acquaintance is going to receive 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 they can contact you to file a claim.
- At a collection point: You must inform the seller quickly, before they scan your package.
3. Contact us:
This final step is crucial, regardless of the delivery method 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.
Without following this procedure, we will be unable to process your claim. If no claim is received within this timeframe, the products will be considered delivered in accordance with and accepted.
Why do we require that a reservation be made?
Without this reservation, the carrier categorically refuses the claim and compensation. In this situation, it was up to us to pay in order to compensate you. In 2022, this happened to 1 in 5 orders, which is enormous.
Since April 2023, we have strengthened our customer complaint conditions.
That 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 a valid reservation?
And if you haven't expressed any reservations?
As explained previously, if you have not raised any objections, 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 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. Oil can sometimes break and open during transport.
