FAQ

ORDER

Check that the product you want is still available: if the size is grayed out, it means that size is no longer available, so you cannot add the product to your cart. Please wait and try again when restocking

Once validated, your order cannot be modified. Please check it before proceeding to the secure payment.
By clicking on "Checkout", you agree without reservation to e-shop's Terms and Conditions of Sale.

We invite you, first of all, to check your inbox for junk mail and spam.
If you cannot find the confirmation e-mail, you can check if the order appears in the "HISTORY" section of your "MY ACCOUNT".
Do not hesitate to contact the Customer Service via the Contact section of the store.

All our packages and pallets are sealed with a Warranty Band. If the band is missing, damaged or rescotched, then there is a strong suspicion of repackaging by the carrier (following a theft or breakage during the journey for example). In this case, it is imperative to control the goods in the presence of the driver, then issue reservations on the delivery of the carrier and take pictures that will be transmitted to the Customer Service of the eshop.

RETURN-EXCHANGE

You have 14 days to return your item, starting from the date of receipt of the package. The return conditions remain unchanged during commercial operations.

We invite you to contact the customer service by email (groupama-fdj@affective.fr). Once the return request is validated by the Customer Service. You must return your products within 14 (fourteen) working days following the validation of the withdrawal. You must return your items by mail.

AXE Systems

Affective / SAV Groupama - FDJ

11, rue du Général Mocquery

37550 Saint Avertin

France


Products must be returned intact and unused. By clicking on "Order", you accept without reservation Affective's Terms and Conditions of Sale.

You will receive a first e-mail confirming the reception of your package and a second one confirming the processing of your return.The processing time is a maximum of 30 working days, but we try to process your request within 72 hours of receipt of the package (excluding periods of commercial operations).

PRODUCT

When an item is temporarily unavailable on our e-shop, the product sheet is visible, but the sizes are grayed out and cannot be selected. This means that we are out of stock. Do not hesitate to contact our Customer Service if you need to.

We invite you to contact the Customer Service via the contact form. We will make a first expertise with our Quality Department and then we will contact you to give you the procedure to follow.
By clicking on "Checkout", you agree without reservation to Affective's Terms and Conditions of Sale.

DELIVERY

For deliveries in France, you can choose between express delivery (24h if ordered before 13h), delivery in standard (72h), delivery in message - pallet if it is higher than 30 kg (4 to 5 working days). The deliveries in Europe as well as the World delivery (3 to 12 working days).

Delivery costs vary according to the weight of your order and the delivery method chosen.

Changing a delivery address is not possible once your order is paid and registered in our systems. It is necessary to verify it before proceeding to the secure payment.
By clicking on "ORDER", you accept Affective's Terms and Conditions of Sale without reservation.

Go to the "my account" area to find the tracking number of your order.
In the "my order history" section, click on "details" of the order concerned, the tracking number appears under the summary of the items in your order.

If you cannot be present at the time of delivery of your order. Go to the carrier's website using the tracking number available in the "order history" section in "my account" to reschedule the delivery. For any questions about the delivery, our customer service is at your disposal.

Please note: after a period of 10 days without any return from you, your order will be returned to our depot and you will be contacted by the Customer Service.

First, you can check the delivery of your order with the tracking number available in "my account" the heading "order history".
Do not hesitate to contact the Customer Service with your order number and your tracking number in order to open an inquiry with the carrier.

We invite you to contact the customer service without delay in order to resolve the incident as soon as possible.

PAYMENT

You can pay by credit card via the secure payment platform Payplug.

The security of the transactions is ensured by Payplug which allows you to buy safely through secure connections (https). The payment is secured, your bank details are encrypted thanks to the SSL protocol.
We do not have access to your bank details which are not stored on our site.

Your credit card is debited as soon as your order is validated.

MY ACCOUNT

Log in to the "MY ACCOUNT" area and click on "My Information" to update your personal data.
To modify your delivery and/or billing addresses, you must click on "My addresses", select the address in question and click on "Modify".

You can reach us by phone at 01 55 39 39 16, by email at pro-groupama-fdj@affective.fr or by contact form.
Our customer service is at your disposal from 9:30 am to 6 pm from Monday to Friday (except holidays).

SIREN : 789725108SIRET : 78972510800037Head office : 9 rue des augustins, 59000 LILLE

Go to your "my account" space under "order history" to download your invoice.