What should I do if I have a problem with my delivery?Updated 3 months ago
Once your package is in the hands of the carrier, please note that our Customer Service Team is unable to intervene on your delivery, we are sorry.
We invite you to contact the carrier directly, with your package number, which you will find in the shipping confirmation email.
Please note, if you have selected Chronopost, once your package arrives in the country of destination, it is handed over to your local carrier (DPD, SEUR, etc.). You will then be able to track your package from this local carrier.
Do you want to change your delivery address?
Please note that once your order has been validated, we no longer have the ability to make changes. Depending on your carrier, they may offer you the option of having them delivered to a relay point, or they will try to contact you by telephone. If he cannot deliver to you, the package will be returned to us and we will issue you a refund.
Is your package delayed or marked as delivered but not received?
We invite you to wait 7 days to see if the tracking of your package is finally updated.
After this period, you can contact us here and we will find a solution 😊
⚠️We invite you to never communicate delivery codes to delivery people if you cannot receive your order.
Have you chosen delivery to a relay point?
You will be asked for a collection code when collecting your package.
For security reasons, this code should never be communicated until the package has been received.
Has your package been returned to the sender?
We are sorry that you were unable to receive your order.
Once it has been returned to our logistics workshop, we will reimburse it within 8 working days. Your package will be automatically refunded to you.
⚠️If the return sender is due to a refusal of delivery, a refusal to pay taxes, or a court deadline exceeded, we will deduct the return costs from your refund. You can see the price details here.
Did your package arrive damaged?
If you notice that your package is damaged upon delivery, please refuse to receive it and make reservations with the carrier. The package will then be returned directly to our logistics workshop, and we will reimburse you.
If you discover the damage after receipt, please take photos, keep the package, and contact our customer service here within 3 working days.
Do you have a problem with the maxpert parts received?
We are sorry! Meet directly here to know the procedure to follow.