I RECEIVED MY BOX BUT IT IS DAMAGED. SHOULD I ACCEPT THE PACKAGE?
It is important to check upon 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 box is damaged:
- please make reservations with the carrier if possible. You can refuse the package and request a return to the sender due to the condition of the package.
- If the package has already been delivered, please make an unboxing video ( https://www.youtube.com/watch?v=b3m7Db3q3WQ&t=184s ) by opening the package.
This proof is very important because it will allow us to create a claim file with the carrier.
- please send us by email ( with the title PACKAGE #ORDER_NUMBER) photos or the unboxing video (you can use free online services such as wetransfer).
I 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 on a product has not been detected.
in this case please contact us by sending us an email to: with the title COMPLAINT #ORDER_NUMBER.
Please specify:
- name
- telephone number (if it is not present in your account information) and possible call time.
- order number
- name of the product with a defect or missing
- 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 to you 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 (return costs covered 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).
- Re-shipment of the product at our expense.
Please note: please contact us before returning any product. Without our prior agreement, your return package will be refused.
MY PACKAGE WAS NOT DELIVERED AND WAS RETURNED BY THE POST OFFICE.
In the case of a signed Colissimo shipment:
It is very likely that the carrier was unable to find your address due to an error in the name, number or street name, postal code, etc.
Please check that the name you entered when ordering (via the order history) is correct with your current address.
TAI YOU has software that fills in the delivery information with the data you provided to us.
It is therefore vital that this information is filled in carefully and accurately.
In the case of a shipment to a collection point:
The main reason for a parcel return is the time limit for collecting a parcel. This is 10 days for the post office and a collection point and 3 days for a collection locker.
If this time limit has not been respected by the carrier, we invite you to contact us to file a complaint.
MY PARCEL IS RETURNED. WHAT SHOULD I DO?
You are in the case: return of the package due to a wrong / incomplete address or failure to collect the package within the allotted time (collection point)
You will then have three options:
1 / merge the returned package with a next order (shipping method: shipping) in order not to pay shipping costs a second time.
2 / have this order shipped again by paying the shipping costs again.
to do this:
* here is the link of the product to put in your basket: https://www.taiyou.fr/p/expedition-frais-port/50192.html
* Please put it in your basket and pay for the order normally by choosing your delivery method.
* Leave in comment: "shipping costs for order xxx"
Remember to put in comment the number of the order concerned.
3/ cancel this order and get a refund (be careful, the shipping costs will be lost! In the event that you have benefited from free shipping, €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 build a claim file with the post office:
- proof of address to prove the validity of your address
- sworn statement + copy of the front / back of the identity document in the event of a lost package
After investigation by the post office, a new package will be sent to you or a refund will be made (in the case of unavailable products).
