Contact via WHATSAPP ONLY: Envoyer un message

PACKAGE NOT DELIVERED OR LOST 

Your package is still not delivered and its status does not change on the carrier's website. We invite you to contact us by phone or email so that we can open a package search ticket with our carrier. 

Most of the time, the package is found and sent back to you. 

However, it may happen that the package is lost or untraceable. The postal search procedure can take up to 21 business days from the opening of the dispute. DecoMotos remains responsible for the items it sends until the merchandise is received by the customer. 

In the case of a lost package, we offer you the reshipment of the item (subject to available stock). 

 

PACKAGE DELIVERED TO ANOTHER PERSON 

If you dispute the delivery of your package to a third party, please send us your complaint via WHATSAPP ONLY: Send a message

 

PACKAGE RECEIVED INCOMPLETE OR DAMAGED ITEM

Carefully check the contents of your package upon receipt. In case of damage or missing items, do not forget to make precise and justified reservations on the delivery receipt.

Otherwise, you have a legal period of three (3) days, excluding public holidays, from the receipt of the package, to make these claims by registered letter with acknowledgment of receipt directly to the carrier, in accordance with Article L. 133-3 of the Commercial Code.

After this period, we may consider that any damage or other problem was caused by the customer and not by the carrier. We urge you to be very vigilant on this point.

 

THE RECEIVED ITEM DOES NOT MATCH THE ORDERED ITEM

We invite you to contact our customer service via WHATSAPP ONLY and send us photos of the item you received.
In case of an error on our part, a prepaid return label will be sent to you (regardless of the amount of your order) to recover the problematic item, and an exchange will be offered upon receipt of the item.

Form to send

Please copy and paste the form below, filling in your details. This will allow our teams to respond to you as quickly as possible. 

Title: 
[Numéro de votre commande] + [Briefly describe the issue you are experiencing]
Email body: 
Full name: [Enter your full name]
Email address: [Enter your email address]
Phone number : [Entrez votre numéro de téléphone]
Order number: [Enter your order number]
Model and year of your motorcycle: [Enter the model and year of your motorcycle, including photos]
Problem description: [Briefly describe the issue you are experiencing with your order, including photos]
Additional details: [Provide any additional relevant information regarding the issue]