You have a question, a doubt?
Welcome to our Frequently Asked Questions, which lists the most frequently asked questions by our users . We understand that you may have questions, concerns or need additional information, which is why we have made sure to answer them as clearly as possible. We hope this will save you time and find the answers you need in no time. Organized by categories , it will make it easier for you to find.
If you did not find a precise answer there, do not hesitate to contact us directly. We understand that each user may have unique concerns or specific questions, which are not covered by our Frequently Asked Questions. If necessary, we encourage you to contact our team directly, who be to help you.
We strive to keep our Frequently Asked Questions up-to-date, regularly adding new relevant and frequently asked questions, or updating our answers to reflect the possible changes in our company policies, etc.
Our Frequently Asked Questions is a valuable tool for you : if you have any suggestions for improvement of it, or need additional assistance, contact us!
The CHEBCO team
Order
How to order from you?
You can order on our Secure Website . In case of difficulties, this is also possible (exceptionally) by email or by telephone with our team.
Can we come and see the products on site?
As we are an e-merchant, appointments are possible only to pick up orders (by appointment, during opening hours: Monday to Friday from 9:30 a.m. to 11:30 a.m. and from 1:30 p.m. to 5:30 p.m., except public holidays).
Can I modify my order, once it has been validated?
Without delay, you must contact our team to see if it is still possible to modify it (according to its preparation) . This is therefore case by case , depending on the progress of the processing of the order concerned.
How soon is my order shipped?
Our team makes every effort on a daily basis to ensure that orders are dispatched within 24/48 hours maximum (Monday to Friday, except public holidays): in principle, orders placed before 1.30pm are dispatched the same day . In the event of an unforeseen event, or in the event of force majeure, our team will take the necessary steps to inform you of this delay in sending your order (follow us on social networks to be informed in real time of any closures occasional company problems, setbacks, possible technical problems, etc.).
How do I track my package?
The tracking of your order will be communicated to you when your order is dispatched , by email (remember to check your junk mail / spam) and will be accessible from your customer account .
What is the return procedure?
To return a product ordered from our online store, contact our team by email . You must contact us as as soon as possible because, beyond the period of 14 days from the date of delivery, said products will not be returned or refunded, neither exchanged, nor can give rise to a credit note.
In the event of a refund, how will I be refunded and within what time frame?
We make refunds by bank transfer , within a reasonable time ( 30 days maximum ).
What is the procedure in case of error in my order?
We invite you to consult the article dedicated to this subject on our Blog, entitled “ The procedure in case of error in a CHEBCO command ”. In any case, if you wish to return one or more products to us, it is imperative to contact our team as soon as possible, by respecting the said procedure.
Do you have sales and special offers?
Our philosophy being to offer you quality parts at competitive prices all year round , we only make occasional promotional offers on certain products only. The team will inform you, if necessary, on its social networks and/or through its newsletter (remember to subscribe to it: no spam, only essential information).
Can I order as a guest?
At the time of validation of your basket, you will be required to log in with your login details , or to create a customer account , if you have not yet do.
Gift card
How do I use my gift card?
All you have to do is enter the code (letters and numbers) indicated on your gift card in the box entitled "Promo code" when you finalize your basket.
How long is my gift card valid?
Our gift card is valid for 1 year from its activation/purchase . The expiration date will be indicated on the physical gift card given to you.
Can I combine a gift card and a promo code?
Yes, it is possible . Enter the code of your gift card then contact us directly so that we can add the promo code manually.
How can I obtain a refund in the event of payment (partial or total) by gift card?
In the event of a partial or total purchase using a gift card, the refund will be depending on the method of payment (refund/classic credit OR new gift card up to the amount valid for one year or one more credit).
Payment
From what amount do I have free shipping?
Whatever the country of destination of the order, you will have free shipping costs from 250 euros including tax .
My online payment is refused, what should I do?
Some reasons related to payment errors can explain the refusal to take into account the payment:
There may also be technical errors :
- a opposition in progress on your bank card
- an error in the bank details provided (check them carefully!)
- a ceiling exceeded (the maximum authorized threshold per month may have been reached, contact your bank to verify this or consult your banking application, if applicable)
There may also be technical errors :
- a technical error on our site (this can happen, our apologies in advance!). If so, check it with us or try again later.
- a problem related to the authentication of your means of payment (the 3D verification may have failed, for example)
Can we retract after purchasing a product?
Unfortunately, no . If necessary, it will be necessary to use the return procedure , which will give rise to an exchange, refund or credit note.
I am a member of an association/club (of Solex, for example), am I entitled to a specific reduction?
We invite you to contact us, if necessary, in order to validate beforehand whether you are eligible for this system.
What means of payment do you accept?
You can pay for your order on our secure Site by:
- bank card
- transfer
- gift card
- PayPal
- cheque
How to use a coupon code ?
It must be completed in the insert dedicated to this purpose (Basket Page), just before proceeding to the final validation of the basket . The total amount of the order will then be recalculated according to the promo code entered. In case of difficulties, contact our team.
How does payment in 3x or 4x free of charge work?
At the time of payment, choose PayPal to benefit from these payment facilities: no administration fees, no late fees.
A first payment, corresponding to 25% of the purchase, is due on the day of the order. The following installments will be debited automatically .
To know the deadlines before adding the product to the basket, click on "Find out more" (in the section "Enjoy many advantages"): all the conditions of eligibility for this service will be specified there.
A first payment, corresponding to 25% of the purchase, is due on the day of the order. The following installments will be debited automatically .
To know the deadlines before adding the product to the basket, click on "Find out more" (in the section "Enjoy many advantages"): all the conditions of eligibility for this service will be specified there.
How does 3D Secure work?
It is a security protocol for online payments, adopted by many credit card issuers and used to protect online transactions against fraud .
It requires an additional verification of the identity of the cardholder at the time of online payment: the cardholder is asked to enter a password or a unique PIN code for each transaction, at the time of redirection to an additional verification page .
If verification is successful, the transaction is authorized and the cardholder is redirected to a purchase confirmation page .
Although it may seem tedious or slow to make an online purchase, 3D Secure has become a security standard for online payments.
It requires an additional verification of the identity of the cardholder at the time of online payment: the cardholder is asked to enter a password or a unique PIN code for each transaction, at the time of redirection to an additional verification page .
If verification is successful, the transaction is authorized and the cardholder is redirected to a purchase confirmation page .
Although it may seem tedious or slow to make an online purchase, 3D Secure has become a security standard for online payments.
What can I do to pay with 3D Secure if I don't have a smartphone?
If you do not have a smartphone to perform the 3D Secure verification, here are the solutions available to you:
- use a credit card with a physical security key (small electronic device) that can be used to generate a unique code with each transaction
- use an instant messaging system : Some issuers allow users to receive a verification code through a messaging system like WhatsApp or Facebook Messenger
- use a personal password : some issuers allow you to configure a personal password to complete the 3D Secure verification process
- contact the bank : if none of the options are possible for you, you can contact them to find out about the possible options.
When am I debited from my bank account?
You will be charged when the order is shipped .
Where can I get my invoice?
Find and edit your invoices directly on your customer account .
Delivery
In which countries do you deliver?
We deliver everywhere in the world. Shipping costs will vary depending on the country in question. They will be indicated to you when choosing the delivery method.
In the event that you cannot find a country , please send us an email indicating 1) the details of your order (prices vary according to weight) and 2) your full postal address and 3) your phone number. These elements will allow us to find out as soon as possible about the corresponding transport costs and to provide you with a solution to finalize your order with us.
In the event that you cannot find a country , please send us an email indicating 1) the details of your order (prices vary according to weight) and 2) your full postal address and 3) your phone number. These elements will allow us to find out as soon as possible about the corresponding transport costs and to provide you with a solution to finalize your order with us.
What are your delivery methods?
You can opt for:
- home delivery
- Express Delivery
- delivery to a relay point of your choice
How long do I have to collect my parcel from a Relay Point?
This will depend on the Pickup Point in question but it is usually around 12 days (from delivery) . The time will be indicated to you at the time of the confirmation of arrival of the package in the Relay Point chosen (by the carrier). If in doubt, contact the establishment in question directly , because the team no longer has control of it from the moment your order has been entrusted to them. We draw your attention to the vigilance of the follow-up of your parcel and to your reactivity to recover it within the time allowed (in order to avoid a second sending, and the related costs!).
What happens if I don't pick up my package on time at a Relay Point?
The package will be returned to us and we will be obliged to re-invoice you the costs of the second shipment (a fixed amount of 9 euros, to date) . Be careful to get it back before it leaves!
Can I collect my order directly from you?
If you live near our logistics warehouse located in Villejust (Essonne – 91) , you can ask to collect your order on site, in order to benefit from free shipping costs . In general, the availability of the order is within half a day, if the desired parts are in stock .
It will be necessary to contact us by mail or by telephone beforehand to choose this option. We will then give you the exact address to pick up your package.
If applicable, consider:
It will be necessary to contact us by mail or by telephone beforehand to choose this option. We will then give you the exact address to pick up your package.
If applicable, consider:
- make an appointment in advance , during opening hours (Monday to Friday from 9:30 a.m. to 11:30 a.m. and from 1:30 p.m. to 5 p.m., except public holidays)
- Bring your ID
- bring a means of payment such as cash or check (no credit card terminal on site)
What are the delivery times ?
It varies according to the carrier and the delivery method chosen. To give you an idea, in normal times in mainland France , for orders:
- delivered to your home via DPD: 24/48h (working days)
- delivered in Relay point: 24/48h (working days)
- delivered by Express via Chronopost: 24 hours (if order placed before 1 p.m.)
- collected directly from our logistics warehouse: within half a day by appointment only (if parts are available)
What are the shipping fees ?
Delivery costs depend on the delivery method and the country of delivery. They will be indicated to you just before confirming your order .
My order is incomplete, what should I do?
We invite you to familiarize yourself with the procedure that must be followed by consulting the article dedicated to this subject on our Blog, entitled “ in a CHEBCO order »
My order is incomplete, what should I do?
We invite you to familiarize yourself with the procedure that must be followed by consulting the article dedicated to this subject on our Blog, entitled “ in a CHEBCO order »
Various
I forgot my password, what should I do?
When creating your account, an mail containing your personal information was sent to you. If you have not kept it, go to the connection to your customer account and click on the "forgotten password" link . A new email containing a link to change your password will be forwarded to you.
How to check the availability of a product?
On our Site, go to the product sheet of the desired product . If it can be added to the basket, it means that it is in stock. Unavailable products are indicated as "Out of stock".
How do I get a history of my orders?
If you have a customer account, you can find it here . If necessary, our team can send it to you on request by email or through the contact form.
How can I contact customer service?
You can contact the team by email at [email protected] or by phone at 01.69.31.09.13 or at 06.27.45.26.09 .
I am facing a technical problem on the Site, what should I do?
First, try deleting your browsing history and clearing the cache . Relaunch a window. Tip: try to connect in private browsing to validate your order. If the problem persists, do not hesitate to contact us with as much information as possible to help you as best we can (error message, problem encountered, product concerned, etc.).
Do you offer a warranty on spare parts?
No .
How do I manage my newsletter subscription?
We invite you to receive our news about products or related to our company , our promotions , our tips to answer best meet your expectations...
It is as easy to subscribe (via the banner at the bottom of the page of our Website) as to unsubscribe (at the bottom of each communication , or by emailing us directly) .
It is as easy to subscribe (via the banner at the bottom of the page of our Website) as to unsubscribe (at the bottom of each communication , or by emailing us directly) .
How to be alerted of product returns in stock?
Some references, or sizes, may be temporarily unavailable, out of stock on our site. You will therefore not be able to order them. We invite you to subscribe to the alert by email , directly in the product sheet ("Notify me when the product is available") , in order to be informed without delay of its return to stock. This will save you from regularly checking it on the Site.
How do I access my personal data?
For the sake of confidentiality and security of the data of its users, we have implemented a strict policy of access to personal data, processed by us.
For any request, by email or through our contact form, please send us your identity document or any other proof . We will do our best to get back to you within a month. If necessary, also consult our Privacy Policy .
For any request, by email or through our contact form, please send us your identity document or any other proof . We will do our best to get back to you within a month. If necessary, also consult our Privacy Policy .
Where can I submit a satisfaction notice?
First of all, a big thank you from the whole team, this gesture touches us particularly. If you wish to share your satisfaction with our service, you can leave an opinion/comment (even one or more photos) on our Google page, at the following link : https://g.page/r/CZcAEgKny1LaEBM/review
Do you have any current job or internship offers?
We invite you to consult the job offers and internships to be filled, if necessary, by consulting our Linkedin profile, accessible at the following link: Linkedin profile . We will also make sure to share these announcements on our other social networks.
If you wish to send us an unsolicited application, do not hesitate to send it to us via our contact form.
If you wish to send us an unsolicited application, do not hesitate to send it to us via our contact form.