I RECEIVED MY BOX BUT IT IS DAMAGED. SHOULD I ACCEPT THE PACKAGE?
It is important to check during delivery that the package you received from the carrier is intact (the security tape is intact and the package is not damaged). If it turns out that the cardboard is damaged, it is your duty to make reservations with the carrier. Please, if possible, check the contents of the package in the presence of the carrier. If the cardboard is too damaged, please refuse the package on the grounds that the damage is too significant.
So that we can contact the carrier, please contact us by email or telephone to notify us of this incident.
I HAVE RECEIVED MY ORDER BUT A PRODUCT HAS A DEFECT OR A PRODUCT IS MISSING. WHAT SHOULD I DO ?
TAI YOU takes care to check the products we send. Despite all our precautions, it is possible that a defect in a product has not been detected.
In this case, please contact us by sending us an email to: , remembering to specify the following information:
email title: CLAIM - order xxxxx (xxxxx = your order number).
name
telephone number (if this is not present in your account information) and possible call time.
order number
name of defective or missing product
photo of the defect attached.
description of the problem.
IMPORTANT: an unboxing video will be requested (https://www.youtube.com/watch?v=b3m7Db3q3WQ) as proof.
We will respond as soon as possible.
The usual approach for this type of problem is:
Contact the customer to verify the problem.
In the event that an exchange is necessary, we will ask you to return the defective product to us (address: TAI YOU - 44, avenue d'Ivry 75013 Paris) via a return slip that we will send you (coverage of return costs by TAI YOU).
After receiving your package, we will verify the problem and replace the product with an identical or similar product (with your prior agreement).
Reshipment of the product at our expense.
Please note: please contact us before returning any product. Without prior agreement from us, your return package will be refused.
MY PACKAGE WAS NOT DELIVERED AND WAS RETURNED BY LA POSTE.
If your package was returned for one of the following reasons:
- wrong indication of the delivery address
- non-recovery of the package within the allotted time (collection point)
You will then have 3 options:
1/ merge this order with a future order (shipping method: shipping) so as not to pay shipping costs a second time.
2/ have this order sent again by paying the shipping costs again.
for that :
* please go to the TAIYOU website, and type in the site's search bar: "expedition".
* You will come across a product called "expedition" and which costs €0.01.
* Please put it in your cart and pay for the order normally by choosing your delivery method.
* Leave in comment: “shipping costs for order xxx”
Remember to comment on the number of the order concerned.
3/ cancel this order and get a refund (be careful of lost shipping costs! In the event that you have benefited from the free shipping costs, €6 will be deducted from the refund).
If the delivery problem is linked to a problem independent of your part, we will ask you for certain supporting documents to file a complaint with the post office:
- domicile certificate to prove the validity of your address
- sworn statement in the event of a lost package
After the post office has investigated, a new package will be sent to you or a refund will be made (in the case of unavailable products).
