What can you do if your order arrived late or if your parcel is damaged?
MY ORDER ARRIVED LATE
If you asked for delivery of your order, the retailer has to deliver it to you within 30 days, unless you scheduled another date with the retailer.
If the delivery date was essential because the product was necessary for a specific event (a wedding dress or a Christmas tree), you are entitled to terminate the contract and to be refunded. It is better to specify the importance of the delivery time, if appropriate, at the time of the order.
MY ORDER HAS STILL NOT ARRIVED
If you have not received the product within 30 days or by the agreed date, give a new reasonable time to make the delivery.
If the retailer still does not make the delivery despite the deadline extension, you are entitled to terminate the contract and to be rapidly refunded.
MY ORDER ARRIVED DAMAGED
The retailer is responsible for the damage caused to the product, from its shipment to its receipt, even if the carrier is responsible for the damage. You are entitled to ask for its repair, its replacement or, if neither of these two solutions is possible, its refund.
I AM BEING ASKED FOR UNFORESEEN DELIVERY CHARGES
You must always be clearly informed of the total price of your purchase, including delivery and other related costs. You have to explicitly confirm your agreement with any additional expenses, for example, if the retailer proposes express delivery or gift wrapping.