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Help / FAQ

DELIVERY - SHIPPING

Our delivery costs depend on the size and weight of the product you ordered.

We want to give you precise information regarding the delay and cost of our delivery options. You will be able to choose those delivery options when finalizing your order. Please note that we calculate our costs depending on your country of delivery, the delivery options you choose and the weight of the products you order.

➢ What delivery methods do you offer ?

Nedgis offers 1 to 3 delivery options depending on the country you want your goods to be delivered to.

  • For mainland France, European Union, Switzerland and Liechtenstein, we offer 3 delivery options : standard delivery, express delivery or pick-up in stores (in France only).
  • For Corsica, we offer 1 delivery option : a standard delivery + an incremental cost of 19€.

➢ In mainland France, what are your costs and delays?

Delivery option Delay Delivery hours Delivery costs
Delivery in a pick-up store 48h In one of the 7000 pick-up stores * from Monday to Saturday 6.90€
Standard delivery 48h From Monday to Friday: 8am to 6pm 6.90€
Express delivery The next day, before 1pm From Monday to Friday: 8am to 6pm 12.90€

* Delivery in a pick-up store is available all year long for all the products sold and shipped by Nedgis, excluding bulky products. Products of more than 20kg or with other bulky dimensions will be delivered with another delivery option.

➢ Delivery in a pick-up store:

This delivery option allows you to pick up your parcel in the closest Relais store from your home or your office, amongst one of the 7000 available pick-up stores. Those stores are open all day long: from 7am to 9pm for some stores, on Saturdays for 99% of them and on Sunday for more than 31% of them!
You are informed instantly of the arrival of your parcel, either by mail or through your mobile. Then, you have 14 days to come and pick up your parcel at the pick-up store you selected.
It’s very easy: no waiting line, you just need your id and a signature!

➢ Standard delivery:

The standard delivery allows you to receive your parcel within 48 hours, at your place.
If you were not there at the delivery of your parcel, our delivery company would leave you a delivery note and your parcel will be delivered in the closest pick-up store or in your mailing box (if the parcel fits in). As a third option, and depending on the country you live in, our delivery company might come back a second time for the delivery.

➢ Express delivery:

For this delivery, you can choose and modify an appointment date with our delivery company, through our company delivery website. Half-a-day slot is needed.
Your order will be delivered within 24 working hours, at your place. You will need to sign off this delivery.
If you were not there at the delivery of your parcel, our delivery company would leave you a delivery note so that you can contact them and plan another delivery appointment.

➢ For all the other countries, what are your costs and delays?

Country of delivery Delivery option Delay Delivery costs
Belgium, Luxembourg, Germany, Netherlands Standard 2 to 5 working days 9.90€
Austria, Denmark, Spain, Finland, Greece, United Kingdom, Ireland, Italy, Portugal, Sweden Standard 3 to 5 working days 12.90€
Bulgaria, Croatia, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Czech Republic Standard 3 to 8 working days 19.90€
Liechtenstein, Switzerland Standard 3 to 8 working days 25.00€

➢ If I buy 2 or more products, will they be delivered at the same time?

As we work with different suppliers around Europe, each of our products can be delivered at different dates.

➢ Can I modify my delivery address once I have put my order?

No, you cannot. We invite you to contact our Customer Service.

➢ My estimated delivery date is exceeded and I have not yet received my order; what can I do?

First of all, we would like to apologize for this. Whatever happens, we will keep you informed as soon as possible. For more information, we invite you to contact us.

➢ I have tracked my order on the website of your delivery company and it shows that it is lost or already delivered. However I did not receive it. What can I do?

We work in partnership with very specialized delivery companies to offer you the best service. Even if that happens very little, it may occur that some of these companies experience communication problems. These are mainly due to IT issues. It may also happen that the delivery companies left your parcel to a helpful neighbor. Anyway, we are here to help you. So please do not hesitate to contact us if you do not receive your parcel.


PAYMENT

➢ Pay easily with the highest level of confidence

As we place your satisfaction on top of our concerns, we have decided to offer you a large array of payment methods so that you can make purchases at your convenience.

In order to ensure the maximum level of security, we offer well know and secured payment methods, through partners that we selected for their liability and the on-going improvement of their services.

➢ Can I pay by credit card?

Yes.
Paying by credit car is the easiest and quickest way to pay for your order. You can do it with a credit card, a Visa card or a MasterCard.

Whatever card you use, the payment is completely secured and encrypted (SSL) with our partners. Your bank details stay confidential all along the payment process and we never store them.

When you pay, the following symbol shows you that you are using a secured connection.

This is when we ask you to enter your card number, its expiration date and its visual cryptogram or secure code (the last three digits on the signature panel on the back of the card). Once your payment has been validated by your bank, we debit your account.

➢ Do you offer credit payment facilities?

Yes.
You can pay in 3 instalments by credit card, as soon as your order exceeds 300€ (excluding VAT). We offer this service for free.

➢ How does the 3 instalments payment by bank card work?

The 3 instalments are collected following the below schedule:

Instalment Instalment amount Date of collection
Initial instalment 1/3 of the total order (incl. VAT) When confirming your order
1st instalments 1/3 of the total order (incl. VAT) The 1st day of the month following your order confirmation
2nd instalment 1/3 of the total order (incl. VAT) The 1st day of the 2nd month following your order confirmation

Example for an order of 300€ (incl. VAT):
-You pay an initial instalment of 100€, followed by 2 instalments of 100€ each.
-Total credit amount: 300€
-Total credit cost: 0€
-Maximum duration of the credit: 3 months
-Fixed borrowing rate: 0%.

➢ How do I access the 3 instalments payment by bank card option?

  • When ordering your product, when you are at the “payment method selection” step, please choose the “3 instalments payment by bank card”, and validate
  • Enter your bank account details
  • Validate your payment. (A confirmation email will be sent to you.)

➢ What are the acceptance conditions for this 3 instalments payment option?

The first instalment is subject to the 3D secure system. You will receive a code through a text message coming from your bank in order to validate the payment. (Please do not forget to give a telephone number to your bank).

Please note that a credit is an engagement and it has to be reimbursed. Please check your ability to repay before choosing this option.

➢ Can I pay with Paypal?

Yes. We offer you the option to pay with Paypal

This payment option is fast and easy to use. It uses some of the best systems in the market to protect your data and to prevent you from fraud. It allows you to pay online without ever communicating your bank account details to the merchant.

Once you have selected Paypal in our payment page, you just need to enter your Paypal login and password to pay for your order.

➢ What happens once I have paid ?

Once your payment is validated, nearly instantly, you will receive two confirmation emails to the email address you used for your order :

  • The first email is a payment ticket. It will confirm the amount of your order. (Please note : for the 3 instalments payment, the amount is that of the first instalment).
  • The second email is an order confirmation. It gives you all the details of your order : total amount, delivery address, etc. It gives you access to your account so that you can follow up the delivery. In your account, you can also find all your invoice information. (Please note that it may occur that this automatic order confirmation email falls into your spam or junk email folder. Please do not hesitate to check it before you contact us.)


RETURNS

➢ What if, once my order has been delivered, I did not like the product I bought?

We love our design lighting and we are convinced that you will like it as well. Nevertheless, you are free to return any item that you do not wish to keep, as long as you respect the right of withdrawal (from the Distance Selling Regulations).

For this, you need to send an email to our Customer Service (at the following email address client@nedgis.com) within 14 calendar days (Sundays and bank holidays included) starting on the day after the day on which the goods were received, and you need to indicate the reason of your return. We advise you to use the withdrawal form that we included in our Terms and Conditions.

Your request will be considered by our Customer Service team. They will send you back a customer return autorisation number to send your products back to us.

We will consider the return of products, only if the products are still packed in their original packaging, if the parcel is complete (including accessories, operating manual, etc.), and if the products can be sold again (i-e no dirty product, no damaged product, no used product).

The refund of your order will take place once we receive your parcel with the returned product(s).

The cost of return is your responsibility.

If something is not clear, please do not hesitate to contact us, and we will explain it all for you. For more information about our return policy, our Terms and Conditions might help you.

➢ What can I do if my order is damaged?

Before anything, we are sorry that this happened. We select our suppliers under very strict conditions. So it is very rare that products arrive damaged; however this happens. Please contact us within 3 calendar days following the day you were delivered the damaged product and send us pictures of the damaged product at the following email address client@nedgis.com. Our Customer Service will then let you know what the options are.

It is essential that you look at the product very carefully when it is delivered, and that you make a comment on the delivery note if the situation needs it.


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