FAQ

FAQ – FREQUENTLY ASKED QUESTIONS

HAVE YOU GOT A SHOP? WHAT ARE ITS OPENING TIMES ?

Yes, you can find most of our products in our shop, MAGASIN DU CARRELAGE, located at 24 Mestre Sanchis street, ALCANTERA, Càrcer, 46294, Valencia, Spain.


Our showroom is open from Monday to Friday from 7am to 3pm.  For further information regarding our products, please contact us on  +33 5 32 74 11 27.

WHAT ARE THE DELIVERY METHODS ?

You can find all information regarding deliveries on the page delivery and also on the page general sales terms and conditions.



WHAT ARE THE DELIVERY TIMES AND THE DELIVERY COSTS FOR MY ORDER ?

The standard delay is between 8 and 12 working days.
Delivery costs are calculated according to the chosen delivery method, the weight, the volume and the destination.  The total delivery cost is calculated and indicated before you validate your order.  You can find all information regarding deliveries on the page “delivery” and also on the page “general sales terms and conditions”.



DELIVERY ABROAD?

The products available for online sale on the website Magasinducarrelage.fr are for delivery in France, Belgium and Luxembourg.



HOW CAN I CHANGE OR CANCEL MY ORDER ?

You can only change or cancel your order if it has not yet been registrered by our logistic services. You must call our customer service at 05 32 74 11 27.  Have your order reference number at hand and indicate the customer name, so that we can deal with your request in an efficient manner.

You can find all information regarding deliveries on the page “delivery” and also on the page “general sales terms and conditions”.



HOW CAN I RETURN MY ORDER AND GET A REIMBURSEMENT IF I AM NOT SATISFIED ?

According to current legislation, you have a legal right of 14 days from the reception of your order, to exercise your withdrawal right to the Magasin du Carrelage, without having to justify reasons or pay penalities. During the withdrawal period, only the price of the purchased goods will be reimbursed, the reshipping fees remain at your expense. The returned goods must be in their original state so that they can be resold, and in their original packaging with their eventual accessories (labels,clips,cardboard, plastic..). Products which are not returned in their original state will not be accepted. Please attach the invoice and the delivery note to your package so that we can efficiently deal with your order.


We commit to reimburse the user who has exercised their withdrawal right, as quickly as possible, in a maximum of 30 (thirty) days following the withdrawal date.


We will reimburse the value of returned goods, subject to the above-mentioned conditions and the delivery costs (not reshipping costs), if the user returns all of the order and has not beneffited from free delivery in the first place.
If the user does not return all of the order or keeps part of the order, the delivery costs (not reshipping costs), will not be reimbursed by the Magasin du Carrelage.


You can find all information regarding deliveries on the page “delivery” and also on the page “general sales terms and conditions”.



RESHIPPING COSTS?

All reshipping costs must be paid by the user (except for defective goods or errors). In the event of damaged or defective goods, or an error in your order, please contact us immediately by email at info@magasinducarrelage.fr,  so that we can find a rapid solution to the problem.



WHAT DO I DO IF MY ORDER CONTAINS PRODUCTS WHICH WERE NOT IN MY ORIGINAL ORDER, OR DAMAGED OR DEFECTIVE GOODS ?

Magasin du Carrelage commits to changing or reimbursing damaged or defective goods, or any item which was not in your original order. In the event of receiving a damaged or defective item, or an item sent by error, please inform us as soon as possible by email at info@magasinducarrelage.fr, attaching photos of the goods. , Magasin du Carrelage will then issue a reimbursement or send you new goods in accordance to your decision.  For more information please consult our sales conditions in annexe 2, “delivery terms and conditions”.



IS PAYMENT BY BANK CARD SAFE?

Your purchases can be paid for by :

  • Bank cards : Visa, MasterCard, American Express, other “cartes bleues” (e-carte bleue).
  • Paypal
  • Bank transfer, please contact us on 05 32 74 11 27 if you decide to choose this payment method.
  • ALMA deferred payment service

Secure payments are guaranteed on our website through our website’s security system. We have installed a SSL encypted process and furthermore we have strengthened our scrambling and encryption procedures to protect as effectively as possible all sensitive information related to payment.



CAN MY ORDER BE DELIEVERED TO MY WORKPLACE OR MY CONSTRUCTION SITE ?

Yes. When you confirm your order, indicate the delivery address in the field “Delivery Address” .  You can also add your preferences in the comments area.



MY PROMOTIONAL CODE DOES NOT WORK ?

Your promotional code cannot be used alonf with any other promotions.  Check the validity date of the promotion code.  If the problem persists, please contact Magasin du Carrelage customer services on +33 5 32 74 11 27.