Section Delivery Faq

You've just placed an order on www.decoalsace.fr and are waiting calmly for your parcel. 

Do you know what to do when you receive your order ?

You should know that as soon as you accept a parcel by signing the Delivery Note, you take possession of the goods and the risks of loss or damage are transferred to you. 

It is therefore important that you do not sign the Delivery Note until you have checked the contents of the parcel(s) and the condition of the goods.

Take the time to examine your goods: by law, you have 15 minutes to check the products you have ordered, even if the delivery person does not tell you this.

Before signing the Delivery Note:

Make a quick examination of the condition of the goods.

Check that the Delivery Note corresponds to the goods delivered (type of goods, quantity, etc.).

Check that the goods delivered correspond to the order placed (type of goods, quantity, etc.).

Once these steps have been completed, if you feel that the condition of the goods is not to your satisfaction, you can refuse delivery by making specific reservations as explained below. 

Damaged or missing product: reservations to be made

After opening your parcel, you notice a damaged product or a missing product in your order: reservations must be made with the carrier so that the necessary steps can be taken to return the product(s) concerned.

For these reservations to be accepted by the carrier, you must carefully follow the instructions below and provide as much detail as possible about the reasons for your refusal.

General reservations such as "subject to unpacking" or "parcel refused" have no legal value.

Admissible reservations

If one or more products are missing from your order, you can choose whether or not to keep your parcel if you wish to use other references while waiting to receive the missing one, for example.

You must then indicate whether or not the parcel has been opened (there may be a slight hole in one place, for example: you must specify this) and explain which product(s) is/are missing, indicating its/their reference(s) and the manufacturer's brand if you know it.

If you find yourself with a damaged product: specify as precisely as possible the type of damage. Is the product broken, dented or scratched, and where?

Also explain if the box is damaged, if it has been opened, if it is badly closed, etc.

Inadmissible reservations

• "Refused parcel" (no explanation as to why the product was refused).
• "Opened parcel" (it is not known whether products are missing or not, and if so, which ones).
• "Missing X items" (without the reference number of the product(s) in question, this reservation is deemed incomplete by the carriers).
• "In poor condition" (the damaged product and the type of damage are missing).
• "Product damaged" (the reference of the damaged product is missing).