Que se passe-t-il si ma commande est endommagée ?

At OUENZE.COM, we take great care in packaging and shipping your items. However, if you receive a damaged order, we’re here to help you resolve the issue quickly and efficiently. This article outlines the steps you should take if your order arrives damaged.

1. Inspect Your Order Upon Arrival

When you receive your package, please inspect it carefully. Check both the exterior of the box and the items inside. If you notice any signs of damage, take the following steps:

Step 1: Document the Damage

• Take Photos: Capture clear photos of the damaged packaging and the damaged items. This documentation will be helpful for your claim.
• Keep Everything: Retain all original packaging materials, including boxes, wrapping, and any included accessories.

2. Report the Damage

Step 2: Contact Customer Support

• Reach out to our customer support team as soon as possible at [email protected]. Provide the following information:
• Your order number
• Description of the damage
• Photos of the damage

Step 3: Follow the Instructions

• Our customer support team will review your claim and may provide you with additional instructions. This may include returning the damaged item or providing further information.

3. Resolution Options

Depending on the situation, we will work with you to resolve the issue. Options may include:

• Replacement: If the item is damaged and eligible for replacement, we will send you a new one at no additional cost.
• Refund: If you prefer, we can issue a full refund for the damaged item, provided that it is returned to us.
• Store Credit: Alternatively, you may opt for store credit that can be used for future purchases.

4. Important Notes

• Time Frame: Please report any damages within 7 days of receiving your order to ensure prompt assistance.
• Return Shipping: If a return is required, we will provide a prepaid shipping label for you to send the damaged item back to us.

5. Contact Us

If you have any further questions or concerns regarding damaged items, feel free to contact our customer support team at [email protected]. We are here to help you!