Complaints process
Discover the steps to follow to make a complaint after a service.
Here are the steps to follow in case of damage during your service:
1️⃣ Indicate your reservations on the waybill
On the day itself, you must write your reservations as clearly as possible on the waybill. This document, provided by our team at the end of each service, allows you to indicate the details of your claim.
⚠️ Please note, this first step is absolutely essential in order to open an insurance file in the event of damage. Make sure you fill in the waybill correctly before signing it.
2️⃣ Send us a letter confirming your reservations
Once the reservations have been made, we invite you to contact our customer service by filling in the form available on our Help Centre page. Do not hesitate to specify the nature of your request from the options already provided:
- Report a missing item
- Report a broken item
- Report damage caused during the service
You must also send us a registered letter with acknowledgement of receipt within 10 days following the service to the following address:
YouStock,
Le Lido,
37 avenue du Maréchal Foch
06000 Nice
Just like the waybill, this letter — in which you will have indicated all the issues encountered on the day — is essential for us to be able to open your insurance file and begin the procedures.
3️⃣ Gather all the documents that complete your application
Finally, if we are required to ask you for them, do not hesitate to gather all the documents that may complete your file:
- the purchase invoices for the damaged items (or proof of their value)
- the repair quotes if they can be repaired, or a certificate of non-repairability if they cannot
- photos of the damage caused
You can send them to us at the following address: [email protected].
Once all the documents have been received, please note that the processing time of your claim will depend on how long it takes us to complete your insurance file. The faster you send us the necessary documents, the faster we will be able to send your file to our insurer. They may then take a few days to proceed.