You have received a product broken or damaged. What to do ?

You received a damaged item, what to do?

Find here all the best practices to implement to be 100% covered in the event of a glitch.

step 1 : check your package before accepting delivery

  • I check my package and its contents in the presence of the delivery person
  • If an item is damaged, I refuse the package or make reservations about the condition of the goods
  • I send an email to Coco Papaya customer service indicating the reference of my order

As far as possible, check your package and its contents in the presence of the delivery person. Only accept the package after checking that everything is in order.

One exception: delivery to a relay point. It is not allowed to check the contents of the package on site. Only accept the package if it appears to be in good condition. Otherwise, refuse it automatically.

step 2 : report a damaged item as soon as possible

  • I take pictures of the damaged item and its packaging
  • I send these photos to Coco Papaya within 48 hours maximum

Despite all the care we take to protect our shipments, it sometimes happens that a package delivered intact contains an item that has been damaged during transport.

In this case, take photos of the item and send them to us via the shop's contact form or by e-mail to contact@coco-papaya.com

It's urgent !

Any item received damaged must be reported to us within 48 hours of delivery, based on the carrier's tracking information.

I could not check my package in the presence of the delivery person and it seems damaged!

  • If possible, I return the unopened package to the carrier and refuse it or express reservations about its content
  • Otherwise, I take pictures of the package before opening it (the delivery label must be visible on at least 1 picture)
  • I send these pictures to Coco Papaya within 48 hours maximum

It sometimes happens that a package is left in your mailbox or with a trusted person, without you being able to check it in the presence of the delivery person.

In this situation, the good reflex is to photograph the package from all angles before opening it.

If you are certain that the contents of the package are damaged then it is preferable not to open it and return it to the carrier to notify him of the refusal.

If this is not possible, contact us, provide us with your photos and we will do what is necessary.

Thanks for your help !

With your help and thanks to the application of these best practices, we work more efficiently with our carriers and improve our delivery statistics day after day.

According to our latest calculations, there are currently about

1
Parcel delivered damaged

out of

250
Parcels delivered compliantly

So that online shopping remains a pure pleasure, but also to avoid waste, let's remain vigilant, especially if the package contains fragile objects (terracotta, ceramics, wooden or stone sculpture, etc.)

I report an item received damaged

Fill in the form below and provide all the requested elements (order reference, pictures...). We will contact you shortly.

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