Articles on: Customer service - After sales service

The right things to do when receiving my package

Here is a guide for receiving your parcel


1 - Always check in the presence of the driver

Article L.133-1 of the French Commercial Code is clear: the recipient is required to check and inspect the goods in the presence of the driver for a home delivery, or in the presence of the merchant for a pickup point delivery. You are legally entitled to 15 minutes to carry out this inspection.

If the driver refuses to wait, write the following note on the delivery slip:

“The carrier did not stay for inspection of the goods,” followed by the driver’s name and signature.


2 - Check the outside of the parcel

Make sure there are no holes, no tape other than that of Pro VSP, and no signs of opening.

If the box shows visible damage, note it precisely.

Example of remark #1: Parcel repackaged by the carrier

Example of remark #2: Parcel received with one corner completely crushed


Please note: claims are not admissible unless the damage is clearly stated (see step 3 below).


3 - Check the contents

Count the number of items received according to your order and verify their condition.

Example of remark #1: 1 suspension ball joint (reference XXX) missing out of 2 ordered

Example of remark #2: Windshield received broken at the top left corner


❌ Unacceptable remarks:

  • Parcel refused (without explanation)
  • Parcel opened (without specifying if any products are missing and which ones)
  • Missing X items (without further details, marked incomplete by the carrier)
  • In poor condition (without precise information about the product and the damage sustained)
  • Subject to unpacking


At a pickup point, making a reservation is simplified. The recipient records a reservation on the pickup point’s device by checking one of the two boxes (“parcel opened” or “parcel damaged”) when collecting the package.


4 - Time limits and proof

Take photos before and after opening your parcel, as well as of any broken parts.

Once the remarks have been noted, we also recommend taking a photo of the signed delivery slip or the driver’s tablet.

These photos will serve as proof in the event of a claim.

You have a maximum of 3 days to send us your remarks and photos; after this period, no claim can be opened.


✅ You now have all the information you need for a smooth delivery experience!


Updated on: 06/11/2025