In order to guarantee you the best service, we rely on a quality delivery service.
We adjust, test, pack and check the conformity of every product we ship to ensure your complete satisfaction.
1. What are the different delivery methods offered on maPlatine.com?
2. When will I receive my order?
3. How do I know which delivery method is best suited to my order?
4. What are the shipping costs?
5. How can I track my delivery?
6. How do I return a product?
1. What are the different delivery methods offered on maPlatine.com?
Several delivery methods are offered to you when you order on the site. Here are the details of what we offer in France. For our customers outside mainland France, we offer a delivery solution adapted to each country. Please do not hesitate to contact us for further information.
DHL EXPRESS - FRANCE
- Delivered directly to your home
- Delivery Monday to Friday, 9am to 6pm
- If you are not at home, DHL offers you an alternative delivery option: reschedule delivery, delivery without a signature, change of address, delivery to a DHL relay point, etc.
CHRONOPOST 13
- Delivered directly to your home
- Delivery Monday to Saturday, 9am to 1pm
- If you are not at home, your parcel will be dropped off at your local Post Office or Point Relais.
24-HOUR DELIVERY
- Delivery method available for all orders placed from Monday to Friday between 00:01 and 12:00 and for which all products are in stock (excluding public holidays).
- Delivery method only available in mainland France
- Delivery within 24H and before 13H the day after your order
- Delivered directly to your home
- If you are not at home, your parcel will be dropped off at your local Post Office or Point Relais.
COLISSIMO ACCESS
- Delivered direct to your home
- Monday to Friday, 9am to 6pm and Saturday morning
- If you are not at home, your parcel will be dropped off at your local post office
TRANSPORT COMPANY GEODIS
- Delivered directly to your home
- Monday to Friday
- If you are absent, you can contact Geodis by telephone to arrange a convenient delivery date and time.
ON-SITE REMOVAL (Rennes only)
EXCEPTIONAL SITUATION LINKED TO COVID-19 :
Nous avons dû adapter l’enlèvement sur place pour répondre à la situation sanitaire que nous traversons. Le retrait sur place se fera uniquement sur RDV entre 10h et 13h du lundi au vendredi (hors WE et jours fériés).
Merci de suivre la procédure suivante :
- appeler au plus tard la veille de votre passage pour valider votre créneau. Toute demande faite le jour même ne pourra être acceptée
- lors de votre arrivée à l’heure prévue, merci de rester devant nos bureaux sur le parking et de nous appeler
- un de nos employés viendra vous amener votre commande dans le respect des mesures sanitaires
IIMPORTANT: no orders can be placed on site.
2. When will I receive my order?
We undertake to process all orders received the day before for the following day (subject to availability of products in stock).
From Monday to Friday, any order received before midnight will be processed by our logistics department by the following morning at the latest.
For pick-ups in Rennes, your parcel will be available the day after your order from 11.00am.
Orders placed on Friday, Saturday or Sunday are processed on Monday morning (subject to stock availability).
For all orders for delivery outside mainland France, the carrier's planned delivery will depend on the time your parcel spends in customs, etc.
3. How do I know which delivery method is best suited to my order?
When you place an order on the site, you can view the different delivery methods we offer.
Delivery methods are automatically proposed according to the destination (France or International), the weight and the size of the parcel.
Above a certain weight or order value, certain carriers will be automatically removed from the list of possible choices. This ensures that your parcel reaches you under the best possible condition
4. What are the shipping costs?
The shipping costs for your order are calculated automatically according to the destination (mainland France or International), the delivery speed (delivery within 24 hours or not), and the weight and size of the parcel.
The costs shown represent your contribution to the cost of sending the parcel. We cover most of the shipping costs, which include preparation, handling, packaging and transport of your order.
You can easily estimate your shipping costs when you view your basket.
You can track the delivery of your order at any time using the tracking number we send you by email.
Go to the So Colissimo or Chronopost websites to follow the various stages in the dispatch of your items.
In the case of Géodis, there is no tracking number, but the carrier will contact you directly to arrange a delivery date.
Returning a product to our after-sales service
For all products (excluding "wear and tear" products) purchased on our website, you benefit from a 2-year parts and labour warranty. In the event of a fault or malfunction, you can of course return a product to us for repair or exchange.
If you are no longer within the warranty period, a technician will inform you whether or not a repair is possible.
Conditions:
1- Contact our technical department beforehand: give details of the product model, the fault and the date of purchase.
2- Wait for our technical department to validate the return and explain how to pack and return the product (return label, etc.).
3- Include an after-sales service form (downloadable here)
4- Include a copy of your purchase invoice
Retracting a product
Everyone makes mistakes. Don't panic, you can return the products you've ordered under certain conditions.
Conditions :
1- You must be within the legal retraction period: 14 days after receipt of your order.
2- Return the product in its original packaging with extra protection (bubble wrap etc.)
3- The product must never have been used (particularly cells, cleaning products or any other "wear and tear" product).
4- Include a retraction request in your return parcel (downloadable here)
5- Include a copy of your purchase invoice.
If you have any questions on this subject, particularly concerning the packaging and repackaging of products to be returned, contact our customer service department on 0 800 108 121 (GREEN number).
To find out more, see our article on maPlatine.com After Sales Service. Please also read our General Terms and Conditions.
