👀 The situation : The customer wants to change/precise delivery instructions
👌 How to act : in order to limit fraud, only "corrections" in the delivery address shall be taken into account. Change of the recipient and/or of the full delivery address shall be discouraged and ordered canceled in this case
In any case if the customer is requesting a change in the delivery instructions you have the right according to the Quality Charter to cancel the order and ask the customer to renew it.
For small changes (what we call corrections - see table below) we advise you to make the changes to facilitate delivery and avoid canceling the order. If the order has already been shipped contact your carrier to pass on the corrections (even if you cannot guarantee they will be taken into account)
In the case of a customer contacting us to make "not allowed" changes we will ask him to choose between a cancellation or maintaining the initial delivery instructions. In this case we might ask you to pause preparation of the order for 24h for the customer to select its preferred option.
Delivery instruction changes
|Recipient first name (same last name)||✅ allowed|
|Recipient last name||❌ not allowed|
|Typing error||✅ allowed|
|Change of the street number||✅ allowed|
|Change of the street name, city, etc||❌ not allowed|
|Change of country (the rest of the address is ok)||✅ allowed|
|Additional delivery information: add an apt number, a floor number, etc||✅ allowed|