Frequently Asked Questions
1. How to find essential information about a product?
To find the essential information on a product, simply go to the product sheets for the desired item. You will find its price, its packaging, its description, etc.
For information relating to the method of payment and delivery times, please refer to the general conditions of sale.
2. How do I know if the ordered product is in stock?
Product availability is ensured by the domain manager.
3. What should I do if the product I want is out of stock?
If the product you want is not available, we invite you to wait or choose an equivalent product.
You can also contact us by specifying the item reference so that we can give you any information regarding its availability.
4. What is the shipping time indicated for each product?
The shipping time is the preparation time for your product from the date of validation of your order, until its delivery to the service provider, who will be responsible for delivery. The delivery time for products is indicated in our general conditions of sale.
5. How do I create my customer account?
Click on the âmy accountâ link accessible on the main menu then âregisterâ. A simple form must be filled out with your last name, first name, region, date of birth and email address.
6. I forgot my password
Click on the âReset your passwordâ link accessible on the customer area home page.
Simply enter the email you use on your customer account and we will send your password to this address.
7. How do I modify my personal information?
After logging into your customer area, you can at any time correct your billing address, choose a new password, change your email address, change your delivery address and your billing address, etc.
Please note, these changes do not apply to current orders. Orders in progress will be delivered to the delivery address indicated at the time of order entry and confirmation.
8. What is the difference between a billing address and a shipping address?
The billing address must represent the identity and contact information of the person placing and paying for the order.
The delivery address must present the identity and contact details of the person intended to receive the order.
The delivery address may be different from the billing address.
9. Are payments on the site secure?
Payment for your order is made directly on the secure site of our partner bank. Communicating your credit card number on the banking server when paying for your order is completely secure.
10. What is the difference between a shipping time and a delivery time?
The shipping time starts from validation of the order and corresponds to the processing and preparation time for your products.
The validation of your order will be notified to you by e-mail.
The delivery time starts from the dispatch of your package from our warehouses. It corresponds to the time necessary for the service provider responsible for delivery to send your package to the delivery address indicated when placing your order. When your order has been taken into account, you will be notified by e-mail.
11. How long does my order take to ship?
The delivery time for products is indicated in the general conditions of sale.
12. What are the delivery costs?
Delivery costs correspond to the cost of transporting your package from our warehouses, via our carrier, according to a single price list (see general conditions of sale).
If the shipping location falls outside the limits defined by our service provider and our general conditions of sale, please contact us.
13. What is the delivery time for my package?
The delivery time starts from the departure of your package from our warehouses, it is added to the shipping time of your order. It corresponds on average to 5 working hours, according to the general conditions of sale.
14. What should I do if my package is shipped but I don’t receive it?
Shipping your package means that it has been handed over to the delivery service provider.
Once your package has been shipped, we invite you to wait during the announced delivery time.
If, however, you do not receive your package once the announced delivery time has passed, we invite you to contact us so that we can resolve your situation.
15. What happens if I am absent at the time of delivery?
If you are absent at the time of delivery, the carrier will try to contact you by telephone to define another delivery date or, failing that, will leave a delivery notice in your mailbox giving you their contact details.
If he cannot contact you, or if you are not present at the time of the second delivery, the product will then be returned to us after a delay of approximately 5 working days for the goods and no possibility of re delivery free of charge will not be possible.
Don’t forget to return your product to us with its original packaging and all its accessories.
After receipt and acceptance of your package by ChĂąteau DemonpĂšre, depending on the nature of the product, available stocks and according to your wishes, we will offer you:
â the reshipment of a new product
â reimbursement by check, by bank transfer to your account or by transfer to the payment card used during the purchase
Return costs in the event of withdrawal remain the responsibility of the customer.
