Orders and returns

Yes, creating an account is necessary for several reasons beneficial to you:

• Order tracking: An account allows you to easily track the status of your order and access your purchase history.
• Address management: You can save multiple delivery addresses, simplifying the ordering process for various destinations.
• Promotions and special offers: By creating an account, you may gain access to exclusive promotions, discounts, or special offers reserved for members.

If you have concerns about privacy when creating an account, rest assured that we take the protection of your data very seriously. We do not share your information with third parties without your consent.

If you have any questions or concerns, feel free to contact us via our contact form for assistance.

Shipping times: We strive to process and ship all orders within 2 to 4 business days from the confirmation of your purchase. You will receive a notification as soon as your order leaves our warehouse.

Delivery times: Once shipped, your order should reach you within 2 to 3 business days, depending on your location. Please note that these times may vary depending on the carrier and various conditions.

In any case, you will receive email or SMS notifications from the carrier to provide you with more information about the status of your order.

Currently, we offer delivery to the following countries:

France: We provide delivery across mainland France.

Germany: Customers in Germany can also benefit from our delivery services.

We are constantly working to expand our delivery services to meet the needs of our international customers. If your country is not listed, please contact us via our contact form to express your interest or learn about alternative solutions for obtaining our products.

We have chosen the carrier DPD to ensure reliable and efficient deliveries. You can choose from the following options when completing your order:

• Home delivery: Your order will be delivered directly to the address of your choice.
• Parcel shop delivery: Opt for delivery to a nearby parcel shop, offering flexibility and convenience.
• Workplace delivery: If you prefer to receive your package at your workplace, this option is also available.

For more information, please visit the dedicated delivery page here: https://www.debuyer.com/en/content/1-shipping-and-delivery

Yes, shipping fees may apply under the following conditions:

• For any order under €100, a shipping fee of €9.90 will be charged.
• For orders of €100 or more, shipping is free.

Once your order is confirmed, you will receive an email indicating that your order is leaving our warehouse. From that moment, you will have a tracking link from our carrier that will allow you to follow the progress of your package. You may also receive email or SMS notifications from the carrier to inform you of the arrival of your package.

You can also find the tracking link for your package in the "Order History" section of your account.

Once your order has been confirmed, it is not possible to modify it without completely canceling it and placing a new order.

Yes, you have the option to change the delivery address, but please note that this change is only possible within less than 24 hours after confirming your order, provided it has not yet been shipped.

After this period, the order is usually in processing, and any changes may no longer be possible.

However, it is always possible to contact our customer service (contact@debuyer.fr or +33 3 29 30 07 93), who can make the change and pass the information on to the shipping department.

If you have a problem with your order, we recommend contacting our customer service as soon as possible. You can reach us at contact@debuyer.fr, by phone at +33 3 29 30 07 93, or via our contact form. Please have your order number and a detailed description of the problem ready.

In the case of damaged products, keep all packaging and items in the box to ensure proper return of the products if necessary.

Yes, you can cancel your order, but please note that this change is only possible within less than 24 hours after confirming your order, provided it has not yet been shipped. After this period, the order is usually in processing, and any changes may no longer be possible until the package is received.

If you have received your package but no longer want your order, you can contact us at contact@debuyer.fr, by phone at +33 3 29 30 07 93, or via our contact form to notify us and follow the refund process on this dedicated page: https://www.debuyer.com/en/content/120-returns-and-refunds

We accept the following payment methods:

• Credit card: You can securely pay for your order with your credit card. We accept major credit and debit cards.
• PayPal: If you prefer to use PayPal, this option is also available to facilitate your payment process.

Your payment information is processed securely to ensure the confidentiality of your transactions.

The invoice for your order can be obtained by contacting our customer service after the order has been shipped and received. Please send an invoice request to contact@debuyer.fr, by phone at +33 3 29 30 07 93, or via our contact form, specifying your order number.

Our customer service team will be happy to provide you with the corresponding invoice as soon as possible. If you have any additional questions, feel free to contact them.

If you are not satisfied with your order or one of the products, it is possible to return it to us. To learn more about the return details, please visit the dedicated returns and refunds page here: https://www.debuyer.com/en/content/120-returns-and-refunds

Please note that conditions must be met for the return and refund of your order:

• The withdrawal request must be made within 14 calendar days following the delivery.
• The products must not be used.
• The products must be in their original packaging with the user manuals.

Upon receipt of your return package, if we find that this is not the case, we reserve the right to apply a discount on the refund of your returned products.