Orders and Payment
Q1: How can I place an order?
A: You can place an order directly on our website by adding the desired products to your cart. Once you have finished your selection, follow the instructions to complete your order by choosing your delivery and payment methods.
Q2: What payment methods are accepted?
A: We accept payments by credit card (Visa, MasterCard, American Express), PayPal, Paypal 4X payment (subject to eligibility), and by check (issued by a French bank). If you choose to pay by check, your order will be processed after the check is received and cleared.
Q3: When will my order be confirmed?
A: Your order is confirmed once payment has been received and cleared. A confirmation will be sent to you by email.
Q4: How can I know if a product is available?
A: Product availability is displayed directly on the product page:
• In stock: The product is available immediately and can be added to your cart.
• On order: The product is not in stock, but can be ordered. You can contact us for delivery times.
• Out of stock: The product is currently unavailable.
• Grayed "Add to Cart" button: The product is specific. Please contact us for more information.
Delivery
Q5: What are the processing and shipping times for orders?
A: Orders placed before 2 p.m. are processed the same day (Monday to Friday, excluding public holidays) depending on available stock. Delivery times range from 24 to 48 hours after shipping for most destinations.
Q6: What delivery methods are offered?
A: We offer several delivery options:
- DPD Pickup Points: 24h-48h delivery to over 5000 points in France, open Monday to Saturday (50% of points are also open on Sundays). Your package will be available at the Pickup Point for 9 calendar days from the deposit date. If you cannot collect your package within the given time, it will be returned to us.
- Home delivery by DPD: Delivery between 8 a.m. and 6 p.m. from Monday to Friday (excluding public holidays).
- Economical delivery by La Poste: For aeronautical chart orders only (48h, without tracking).
Q7: What are the shipping fees?
- Metropolitan France:
o 7.50 € including VAT for orders under 100 €.
o 9.00 € including VAT for orders of 100 € or more.
o Free shipping for orders from 299 € including VAT. - La Poste delivery (aeronautical charts only):
o 2.49 € for orders under 25 €.
o 2.99 € for orders under 45 €.
o 3.99 € for orders under 55 €.
Note: No tracking number for postal shipments.
- Other areas (Corsica, DOM-TOM, etc.): Additional charges apply, including 18 € for Corsica and 6 € for mountain regions.
Q8: What happens if I am not home during delivery?
A: If you are absent, you can have your package delivered to another address (workplace or a relative's). For DPD, you will receive a notice with the option to reschedule the delivery.
Q9: Can I track my order?
A: DPD deliveries are tracked, and a tracking link will be provided to you upon shipment. La Poste deliveries for aeronautical charts only do not have tracking.
Returns and Withdrawal (within 14 days)
Q10: Can I return a product?
A: You have a 14-day period to exercise your right of withdrawal from the receipt of your order. The products must be returned in their original packaging, along with all accessories.
Q11: How do I return a product?
A: To make a return, you must send the products to the address indicated on your delivery slip at your expense. The items must be in perfect condition to be eligible for a refund.
Please write the BAOR****** number on the shipping box.
Q12: When will I receive my refund?
A: Once the items are returned and verified, we will refund you within a maximum of 14 days.
Pricing and Delivery Areas
Q13: Do you deliver internationally?
A: Yes, we deliver internationally. Here are some rates:
• Nearby Europe (3-8 days): 20.00 € excluding VAT (Germany, Austria, Spain, Italy, etc.).
• Switzerland and the rest of Europe: 40.00 € excluding VAT (Finland, Greece, Sweden, etc.).
• DOM-TOM: 50.00 € excluding VAT for orders over 299 €, otherwise 76.00 € excluding VAT for certain territories.
• Other countries (outside Europe): Contact us for a personalized quote.
After-Sales Service (SAV) and Repairs
Q14: My product is defective, what should I do?
A: If you notice a defect with your product, please contact our After-Sales Service (SAV) immediately by phone or via our contact form. We will provide you with instructions for returning the defective item.
Q15: What is the procedure for handling a repair?
A: After reporting a problem to our SAV, we will guide you on how to send the product back. Depending on the type of product and the nature of the issue, the steps are as follows:
- Sending to the manufacturer: We handle your SAV to send your product directly to the manufacturer.
- Repair or replacement: If possible, the manufacturer will repair the product. If repair is not possible, a replacement or refund may be offered depending on the situation.
- Return of the product: Once repaired or replaced, the product will be returned to you free of charge.
Q16: Is my product under warranty?
A: All our products come with legal guarantees of conformity and against hidden defects. If your product has a manufacturing defect or a failure covered by the warranty, the repairs will be covered. Please refer to your invoice to check the specific warranty period for your product.
Q17: Is the product still covered if the warranty has expired?
A: If your product's warranty has expired, we do not offer out-of-warranty repairs.
Q18: What are the repair times?
A: The repair times vary depending on the nature of the repair. We will keep you informed of the estimated time once your product is received and diagnosed.
Warranties and Assistance
Q19: What are my rights in case of a defective product?
A: You benefit from the legal guarantees of conformity and against hidden defects. If you find a defect, contact us immediately so that we can proceed with an exchange or refund (only within 14 days).
Q20: What should I do if my package arrives damaged?
A: If your package shows visible damage upon delivery, please note reservations on the delivery slip and contact us immediately with supporting photos.
Contact
Q21: How can I contact you?
A: You can reach us by phone at +33 (0)4 70 58 73 00 or via our contact form. Our customer service is available Monday to Friday from 9 a.m. to 6 p.m.