Frequently Asked Questions (FAQ)

The services

  1. When purchasing my product, I check that I have all the cables necessary for installation. Electric cookers and ovens are often delivered without a power cable or gas, this accessory is offered extra when purchasing your product.
  2. On the day of installation, I ensure that the location intended to accommodate the product is compliant. The environment must not be humid or unsanitary, and all necessary sockets must be accessible.
  3. If all conditions are met, the installation can proceed correctly.
  • If you chose collection point delivery when ordering, you will receive a text message and an email to notify you that your package is available at the collection point. You have 15 days to collect it. You can also consult our website to check if your package has arrived at the collection point: click on Track my delivery and enter your order number.
  • If the service does not suit you, we invite you to contact the merchant site.
  • The prices will be displayed when choosing the delivery service on your merchant site.

Making an appointment

The email is active for 48 hours. After this period, the appointment is automatically validated and you will receive another confirmation email. If the proposed date does not suit you, we invite you to contact Customer Service at +32 2 374 45 55
This date does not suit you? You can modify it or complete your delivery information on the carrier's parcel tracking https://www.eu-tracking.com./, with your order number or by contacting our Customer Service at +32 2 374 45 55. However, it is possible that this will modify the delivery time announced by the merchant site.
You can contact our Customer Service at +32 2 374 45 55. If your appointment has already been scheduled, a change of address may result in an appointment at a later date. To note :
You can make changes to the following information: Delivery address, telephone number, email address, adding information in comments, at least 48 hours before the delivery date.
  • If the service does not suit you, we invite you to contact the merchant site.
  • Following your order, you will receive an e-mail offering you one or more delivery dates. You can validate one of the proposals by responding directly to this email. In the event of refusal, our customer service will contact you within 24 hours.

The delivery

You can contact customer service from Monday to Friday between 9 a.m. to 12:30 p.m. and 1:30 p.m. to 5 p.m. and Saturday from 9 a.m. to 1 p.m. at +32 2 374 45 55.
If you wish to have an invoice for your purchase, we invite you to contact your merchant site on which you placed your order
We invite you to contact the after-sales service of the merchant site as soon as possible.
  • We invite you to check the condition of the package in the presence of the delivery person and to report any defects on the delivery note or on the delivery person's smartphone.
  • If this is a reference error, we invite you to refuse the package and contact the after-sales service of your merchant site.
You can contact our Customer Service at +32 2 374 45 55. to report the missing package.
We invite you to wait until the end of your slot and then contact Customer Service at +32 2 374 45 55 when the deadline has passed. For information, Customer Service is not in direct contact with the delivery team, which is why we must wait for the delivery person's report which he gives at the end of his tour.
The delivery people are equipped with the necessary equipment to be able to carry out a delivery alone. A new request for an appointment with two delivery people can be initiated if the delivery person judges that he is not able to deliver alone depending on the layout of the premises (spiral stairs, no elevator, etc.). An appointment will need to be rescheduled for this type of service.
Yes, the delivery person may contact you approximately 20 minutes before his arrival to ensure your presence at your home and to guide him if necessary. We invite you to answer your call, which may be on a hidden number. Note: Only the following identity documents are accepted: Identity card / passport / residence permit / driving license. In the event of theft, a copy is accepted if it is accompanied by a report of theft established by the Police.
Delivery days vary depending on your geographic location and the service you have chosen from Monday to Sunday. The day before delivery, you will receive an email reducing the slot to 2 hours if the initial slot was 5 hours.

Package return

In the event of defective products, we invite you to contact the merchant site on which you made your purchase for any request to return the package and to cover any related costs. In the event of refusal by the merchant site, we offer you the service. We invite you to contact our Customer Service at +32 2 374 45 55.

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