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Faq Sections

How can I help you during the COVID-19 pandemic?
4 articles in this collection
Written by Zoli99
I can't reach your carrier. What about my current home delivery and appointment scheduling?

Due to recent government announcements, response times for our carriers may be extended. If you have just placed an order, our carriers will contact you to set up an appointment. If an appointment has already been made, it means that your order is on its way. In the event of a change in delivery time, the carrier will contact you. In any case, you can track your order in your customer area on our website.


Can I place an order on the ZOLI99 site?

Yes, our website is open for all home delivery orders.


Is your Customer Service Department reachable?

Our customer service is available to take care of your requests, but the delays are longer than usual because of the health crisis.

Do not hesitate to consult our Frequently Asked Questions.

There you will find all the most frequent questions.


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Delivery
8 articles in this collection
Written by Zoli99
Gls: what are the terms and conditions of a delivery?

You are delivered by GLS within 4 to 6 working days, at the foot of the building for a building or at the gate for a house. In the case of bulky and/or heavy items, it is strongly recommended that you arrange for the assistance of a third party to deliver your items to your home.

Once your order has been handed over to the carrier, you will receive a confirmation e-mail with the package number and a link to track its delivery.

An e-mail or SMS is sent to you the day before the carrier arrives to inform you of the delivery within 1 to 2 hours. The time slot is confirmed again on the day of delivery.

In case of unavailability, you can postpone the delivery to the desired day or ask for availability at a collection point. It is also possible to request a change of delivery address or to provide additional information from the tracking system.

In case of absence, a notice informs you of the passage of the carrier. You can reschedule a delivery or request availability at a collection point. If you opt for collection, you then have 10 working days to collect your package. After this period, it will be automatically returned.


Geodis: what are the deadlines and terms of delivery?

You are delivered by Geodis within 4 to 6 working days, at the foot of the building for a building or at the gate for a house. In the case of bulky and/or heavy items, it is strongly recommended that you arrange for a third party to help you get your items to your home.

Once your order has been handed over to the carrier, you will receive a confirmation e-mail with the delivery note (BL) number and a link to track the delivery of your package.  

For a delivery by Geodis, an e-mail or SMS is sent to you to choose a delivery between ten possible dates. The deliveryman will spend the agreed day between 9am and 5pm. Please note, for the Paris region, appointments are made by phone!

For a delivery by Geodis MLP, the deliveryman will come to your home without an appointment, between 9am and 5pm, Monday to Friday.

In case of absence, a delivery notice will be left in your mailbox with the carrier's contact information to agree on a new delivery date, or to request delivery at a collection point. If you opt for collection, you then have 10 working days to collect your package. After this period, it will be automatically returned.

In the event of unavailability, you may opt for collection at a Geodis branch. It is possible to request a change of delivery address (within the delivery zone) or to provide additional information by telephone to Geodis.

If necessary, you can contact Geodis on 09 78 03 02 62 and give them your delivery note number (BL).


Mondial Relay: what are the deadlines and terms of delivery?

You are delivered by Mondial Relay within 8 to 10 working days and in the room of your choice (up to the 3rd floor without elevator). Once the order has been handed over to the carrier, you will receive a confirmation e-mail with the delivery note number (BL).

You will be contacted by phone to arrange an appointment from Tuesday to Saturday and from 7am to 8pm (the proposed time slots may vary depending on your zip code). A time slot of 2 hours is confirmed to you by SMS or voice message the day before delivery.

Please note, for the Central region, an e-mail is sent to you to choose a half-day delivery between ten possible dates. Without any answer from you, you will be contacted by phone the next day to set a date.

On the agreed day, the deliverymen will inform you of their arrival 1 hour before they arrive. Two deliverymen ensure the unpacking of your articles in the desired room. Please note that their service does not include the assembly of the articles but the delivery men take back the packaging (on request for the furniture to be assembled).

Don't forget to measure your doors as well as the stairs and/or the elevator! It is your responsibility to make sure, beforehand, that the delivery goes smoothly.

In case of absence, a delivery notice will be left in your mailbox with the carrier's coordinates to agree on a new delivery date.

If necessary, you can contact Mondial Relay at 02 34 00 610 and give them your delivery note number (BL).

Find all the details of your order and your follow-up of delivery in your customer account, heading My orders.


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Warranty
2 articles in this collection
Written by Zoli99
I need more information about the warranty of the items.

The Seller guarantees the conformity of the products or services to the contract in accordance with the law in force at the time of its conclusion.

a. Guarantee of conformity:

If the Customer is a consumer, he has a period of two years from delivery of the product to implement the legal guarantee of conformity.

The lack of conformity must be reported to the Seller as soon as possible and, in any event, no later than two months after it is discovered.

The Seller undertakes to repair or replace the product recognized as defective by its services according to the Customer's choice. If the repair or replacement is impossible or incurs disproportionate costs, the Seller may proceed to reimburse the Product. The repaired or exchanged products are covered by the warranty for the remaining period of time.

b. Commercial warranty

The Seller offers the Customer a commercial warranty covering the following elements:

Manufacturing defects or defects in conformity of the said products

This commercial warranty covers the following territory:

EUROPE outside the islands

This warranty does not cover:

A- Defects caused by abnormal or faulty use of the products or resulting from a cause unrelated to the intrinsic qualities of the products.

B- Damage to the product resulting from normal wear and tear with respect to its nature, function, composition and price.

C- Products that have been used too intensively, especially for purposes other than private use.

D- Any defects in the product that may result:

-A bad installation, storage, conservation, assembly or a defect of maintenance.

-Of a bad use or a use not in conformity with the technical specifications or of use (non-observance of the prescriptions of maintenance and upkeep).

-Modifications or repairs carried out by the purchaser or a third party.

-Deterioration caused by external objects (e.g. a television set that weighs too much on a piece of furniture not designed for this use), external events such as accidents, shocks, fires, acts of vandalism, water damage, natural or artificial light (in case of discoloration), natural disasters or bad weather.

This commercial guarantee does not exclude the application of legal guarantees.


I made my purchase in store without delivery. A defect has just appeared on my item, what should I do under my commercial warranty?

If you notice the appearance of a defect on your item under the commercial warranty, please bring your invoice and go to your store of purchase to have the defect noted. You can bring the item concerned directly to the store or, if it is too large, you can use detailed photos to study your case. Our sales consultants will propose a solution to you. Have you found your answer?


After sales service
1 articles in this collection
Written by Zoli99
How to contact us?

How to contact us?

Send your request to customer service using the appropriate form. The date on which the form is sent will be the date on which your claim is processed.

Due to the large number of requests, the response time of your customer service may be extended. We apologize for this and thank you for your understanding.


Our company
1 articles in this collection
Written by Zoli99
Why us?

For the simple reasons that :

We own the stock with our own logistic center in the heart of Europe.

We distribute in 38 countries

We distribute in 38 countries

100% of our partners are in Europe

100% of our team is in the same building for a better reactivity.

Our sales team is in an open-space

Our logistics center is environmentally friendly 


Refund
1 articles in this collection
Written by Zoli99
What is the means of repayment?

Your refund will be made in the form of a voucher.


Order and return
6 articles in this collection
Written by Zoli99
Can I modify my current order?

Once your order has been placed, you will no longer be able to modify the items ordered. However, you will be able to change your contact details and delivery details by going to My Orders. You can still contact your advisor via +32 69 22 56 53 (Monday to Thursday from 08H-12h30 & 13h30 -17h and Friday from 8h-12h) to find a solution to your request.


Can I cancel my order?

Yes, as long as it has not been shipped and picked up by our delivery partners.

Simply contact us so that we can cancel your order and refund you in the form of a voucher by deducting the initial shipping costs.

Cancellation requests made after the order has been shipped must be made at the time of delivery by refusing to accept the order or within 14 days of the items being shipped by contacting us.

Once you have informed us of your cancellation request, we will take care of providing you with a return label for your item.


What if I don't like the item(s) I ordered?

Your article does not give you complete satisfaction?

Contact us within 14 days of receiving your order.

We will tell you how to return it.

Once we receive the return, we will issue a refund in the form of a voucher (deducting the initial shipping cost).


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