Order in Progress

Last updated: July 23, 2026

Having trouble with your order in progress? We're here to help!

To resolve any order issues (missing, late, defective, damaged, wrong products), you need to submit an order issue report before confirming it has been received directly in your Retailer Back Office.

In case of order processing issue, you need to report any problems within 6 days of delivery confirmation.

If you've already validated the order as "received" or it's been more than 6 days since delivery, we consider the delivery as successful. The reception will be automatically validated, and we will not be able to process further requests.

Here's what you need to do to submit an order issue report:

  1. Log in to your account.

  2. Navigate to your “Orders” tab.

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  1. Select the specific order to report.

  2. You will be able to report a problem by clicking on the mention "Report an issue" and choose the type of issue you are facing (missing, defective, damaged, wrong products). 

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  1. Complete the form, providing detailed information and required pictures for damaged, defective, or missing items.

An order can be either delivered with parcels (boxes) or on a pallet (multiple boxes on a pallet).

5.A Requirements for orders shipped in a parcel:

  1. Photos required for defective & damaged order (compulsory):

    1. Photo of the exterior of the parcel

    2. Photo of the inside of the parcel

5.B Requirements for orders shipped on a pallet:

  1. Photos required for defective & damaged order (compulsory):

    1. A photo of the damage on the pallet

    2. A photo of the inside of the box

    3. A photo of the label on the pallet

  2. A clear & valid reserve (compulsory)

    A clear description of what was broken on the delivery note is mandatory, it’s called a “reserve”.

    You must indicate at the time of delivery with the driver, exactly which product (name and quantity) is damaged or missing on the delivery note of the driver.

Examples of acceptable reserves:

  • Package ref. 1a2b3c — 10 bottles of orange juice broken

  • 2 full boxes x12 of beers “cherry flavour” 330ml

Examples of reserves that will NOT be accepted:

  • "Damaged package"

  • "Subject to unpacking"

  • “Under reserve”

Please note that claims & photos that do not follow our guidelines (i.e. incomplete)  will result in automatic rejection of your reimbursement request. Provide us with any other relevant pictures that might help us better understand the situation.

These pictures help us assess the responsibility of the carrier, and process your claim more effectively. 

Once you've submitted the report, either the brand or our Customer Support team will review it and get in touch with you.