Notre wok pasoli plat et brûlé

There's clearly a storage error here! Judging by the pictures, the food was in the wok for quite some time.
As a result, the wok began to rust due to moisture. In this case, the care instructions should be read beforehand.
This manual points out that the wok can rust and provides valuable tips for care.
Our woks are made of carbon steel, and in this case, it has been seasoned beforehand. This merely provides an initial patina, preventing food from burning as quickly. There is no coating. Furthermore, this is a traditionally manufactured, rustic product. Fine scratches on the wok are acceptable and do not pose a problem at all.
Unfortunately, the product was not addressed at all here.
Unfortunately, we were not contacted to possibly remedy the situation.

Hi Anna,
The shipment was redirected to a post office and remained there for a while. In your case, unfortunately, that took almost a month instead of the usual seven business days. Your review was submitted shortly after we received the package back, so unfortunately, we weren't able to contact you in time. As you already wrote, DHL is responsible here, and neither we nor the product are responsible.
Since this is a product review, your rating is unfortunately not useful.
We send each customer a shipping confirmation that includes a tracking link, making such cases clearly traceable.
Returns of this type may take 2-3 business days to process. We will then contact customers to determine whether they would like a refund or resend.