> For the complete documentation index, see [llms.txt](https://support.tilt.app/tilt-help-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.tilt.app/tilt-help-desk/tilt-help-desk-fr/returns-and-refunds/order-hasnt-arrived.md).

# Ma commande n'est pas arrivée

Contacte le vendeur si :

* Tu n'as pas reçu ton colis ou aucune mise à jour de suivi dans les 15 jours suivant la passation de ta commande (Envoi National).
* Tu n'as pas reçu ton colis ou aucune mise à jour de suivi dans les 30 jours suivant la passation de ta commande (Envoi International).

**Les demandes de remboursement doivent être soumises dans les 60 jours suivant la passation de votre commande. Les demandes soumises après ce délai ne seront pas éligibles à un remboursement.**

N'escalade l'affaire à notre équipe de support que s'il n'y a pas de réponse du vendeur ou si le problème reste non résolu.

Tu peux aussi cliquer [ici](/tilt-help-desk/tilt-help-desk-fr/returns-and-refunds/how-to-request-a-refund.md) pour apprendre comment demander un remboursement.


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# Agent Instructions
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```

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