FAQ Customer or after-sales service

Find below mostly asked questions with detailed answers from Antalis.

Your satisfaction is important to us. Our customer advisors are here to help from Monday to Friday from 08:30 AM to 12:30 PM and from 1:30 PM to 6:00 PM.

You can contact us :

  • By email via our form: click here (to go to the "contact us" form)
  • By letter addressed to your Antalis regional branch, list here

1. If the return is due to buyer error

The returned merchandise must be in a perfect conditions.
Any return of goods less than 100 kg accepted by Antalis and resulting from an error attributable to the buyer will result in a flat fee of €50 excl. tax.
Any return of goods exceeding 100 kg, accepted by Antalis and originating from an error attributable to the buyer will be billed €50 euros plus €0.38 excl. tax/kg from the 101st kilogram.
These fees are intended to cover the cost of transporting, checking, repackaging and restocking the goods.
Refusing the goods upon delivery (the goods leave immediately with the delivery truck) is considered a return and will be subject to the conditions above.
Upon receipt of the return, we check the goods' condition, restock the products and send you a credit note as soon as possible. The credit note will include the amount of the returned goods minus return fees.

2. If the return is due to an Antalis error

In other cases where the return is due to an Antalis error, Antalis will cover return fees.

You can contact our Customer Service here or log in to the "contact us" area and choose "report a problem" in the contact form's drop-down menu. We will contact you to explain the procedure.

1st step : React immediately in the presence of the driver/delivery person and issue reservations

It is the responsibility of the recipient of the goods to check that the delivery contract has been carried out correctly and, if not, to take the necessary measures to have recourse against the carrier.

By following the rules below, you will help us to solve your delivery problem quickly and efficiently.
On the delivery note, please write down your reservations concerning :

  • The condition of the goods or packaging : deteriorated, soiled, crumpled, chipped, wet, slashed, etc.
  • A difference in quantity (weight or amount).
  • A product error


These reservations must be :

  • Written on the delivery note and dated and signed by you.
  • Established upon inspection with the driver
  • Signed by the driver including his or her name
  • Present on all the transport documents (delivery note, consignment note, receipt, etc.).

Good to know !

In all cases, you must sign the delivery note whether you make reservations or not.

The reservations below have no legal value in case of recourse :

  • Subject to inspection
  • Damage to be verified
  • Subject to unpacking
  • After verification...


The carrier may not obstruct the right of verification under any circumstances.
If there are no reservations, any subsequent claim for apparent damage will not be allowed.

2nd step: Notify ANTALIS customer service so that the dispute is registered and resolved as soon as possible.

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