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How can we help you?
Your question concerns:
My order
Can I cancel my order?
Once your order has been validated, we are not able to cancel it. Indeed, in order to offer you extremely short delivery times, once validated this one is immediately taken into account in our logistics flow. If you do not wish to keep your order, you will have the opportunity to request a return from the order in your customer account in order to obtain a voucher or refund.
Can I add an item or change my order?
Once your order has been validated, we are unable to cancel it.
Indeed, in order to offer you extremely short delivery times, once validated this one is immediately taken into account in our logistics flow.
If you do not wish to keep your order, you will have the opportunity to request a return from the order in your customer account in order to obtain a voucher or refund.
How do I track my order?
We inform you by email of the follow-up of your parcel and the procedure for receiving your order.
I got a product different from the one I ordered, what to do?
Feel free to email us service-client@ruedubain.com (a "non-compliant" item) a clear picture of the product showing that it is not the one you chose, as well as all the visible references (labels, barcodes...) and the delivery note that was inside your package.
We will perform all the checks and give you an answer as soon as possible!
Can I order by phone?
We can take payments over the phone for all products sold.To do this, you must validate your order directly on the site by choosing "Payment by phone" in the payment methods offered before validating your order.You can then contact our team at 05 65 49 44 76
Does order by phone speed up the support of my order?
No, credit card payment validation via the website is immediate and allows faster processing of your order.
How can I receive my order as quickly as possible?
Fastest delivery is offered by DPD and GLS!
You can choose to be delivered as a relay point or to the address of your choice.
For pallet deliveries, a 24-hour express delivery is offered by Geodis (order before 10:30 am).
There is a product missing in my order, what to do?
All our orders are prepared and checked to ensure full compliance of your shipments.
But perhaps you have received an e-mail informing you of a stock shortage?
If not, do not hesitate to email us service-client@ruedubain.com (a clear picture of the delivery note and packaging of your package (inside, outside), we will complete all the checks and provide you with an answer as soon as possible.
Our products
I need an article, how to find it?
The advice and support of our clients are important to us. In order to ensure that you quickly find the product you need our team has created for you a filter (left column of categories) to refine your search by different criteria (form, color, availability, etc.).
How can I get technical information?
You will find rich content developed by our technicians on the product sheets, if you do not find the information you are looking for, please contact us by email.
Are all products posted on the site available?
Tproducts that can be put into the basket on the website are available (add to the basket in a brown frame). Our stock is up to date every hour. You can consult the estimated delivery date on each sheet of the broken product.
Can I be alerted about returning to stock of a product?
Yes, you just need to use the "Tell me when the product is available" function by inserting your email directly into the product file in resupply. (under the price).
Are your products guaranteed?
Yes, all our products benefit from a 2-year manufacturer warranty. Tap cartridges are guaranteed for 5 years. For any warranty request, please send an email first so that our team can process your request. We remind you that products are also covered by legal guarantees of compliance and hidden defects.
Delivery and return
My package is not delivered within the announced deadlines, what to do?
At first, do not hesitate to consult the tracking of the carrier in fact it may be waiting for instructions from you.
If the items are good you can contact the carrier directly or send us an email from the following link.
Our team will then get closer to the carrier and keep you informed as soon as possible!
What is the delivery time of my order?
Any order received by 11:00 a.m. from Monday to Friday will be shipped the same day. Delivery of packages less than 30Kg is 24/72h. Orders over 30Kg are 2 to 5 working days according to the destination department We give you an estimated delivery date.
You will find all our delivery conditions on our website on the page Delivery
I want to return an article, what should I do?
Our return policy allows you to return your new products, not assembled, in their packaging, within 14 days, in order to obtain a voucher and thus place a new order of what suits you on the site.
As part of the withdrawal right you can get a refund on the payment method used within 14 days.
However, this does not apply to non-compliant or defective items received.
Can I trade my product?
We are not trading.
However, you can, on the one hand, return the item that is not right for you, and on the other hand, place a new order for the desired item.
You can:
- or to wait for the receipt of your parcel back in warehouse and benefit from the possession which is then issued to enjoy it on your new order,
- or to place your new order without delay, and upon receipt of your return package, request a refund of the property that will be issued to your account, if you do not wish to keep it.
However, you can, on the one hand, return the item that is not right for you, and on the other hand, place a new order for the desired item.
You can:
- or to wait for the receipt of your parcel back in warehouse and benefit from the possession which is then issued to enjoy it on your new order,
- or to place your new order without delay, and upon receipt of your return package, request a refund of the property that will be issued to your account, if you do not wish to keep it.
Did you find this answer helpful?
Do I have to pay the return fee?
If you want to return an item because it does not suit you, the return costs are actually at your expense.
However, if an error was made when preparing your order, the return costs are naturally at our expense. You will find information on the steps to be taken on our website by clicking.
Can I refuse my package so it's returned to you?
If you have changed your mind and do not want to receive your package, a refusal of delivery automatically results in a return. Our team will contact you upon receipt of your parcel at our warehouse. The return costs are at your expense.
I returned my package, did you get it?
As a first step, we invite you to consult your parcel tracking to ensure that your return has been given to us.
Upon receipt of your parcel by our services, it is processed as soon as possible.
Finally, if you contact us about a return, please always give us the tracking number of the package
No questions match your request?