FAQ

Frequently asked questions

Orders

How long does it take to process orders?

Orders placed on the website are processed within 24 hours. They are then sent to our logistician to be prepared for dispatch.

It takes between one and five working days for the order to be dispatched (depending on the items in stock).

Can I change my order?

Once the order has been placed, it cannot be modified. However, if you have an emergency, you can contact our team at support@charliecrane.fr and we will do our best to find a satisfactory solution.

I have not yet received my product : How can I cancel the order ?

If you wish to cancel your order, please contact our team by message, specifying the order reference and the reason for the cancellation.

A confirmation email will then be sent to you to confirm that your request has been properly processed.

I have received my product : How can I cancel the order ?

You have 14 days after receipt of your order to return your items to us against reimbursement, if they do not suit you.

Contact us by message, specifying the reference of the order and the reason for the cancellation. Our team will send you a return form in order to return the desired item(s).

Once your parcel has been received in our premises, it will be checked to ensure that it is back in stock. Allow 1 to 3 days for delivery in Metropolitan France.

Once the return has been validated, we will proceed to refund your order and you will receive a confirmation email.

The return costs are at your expense.

Payement

How can I pay for my order?

The means of payment we accept are :

Credit card
Bank transfer

Delivery

What are the delivery times?

The delivery times are as follows:

France: 1 to 3 working days
Europe: 1 to 5 working days
United States: 3 to 6 working days

My parcel is lost, how do I proceed?

In case of loss of your package by the carrier, contact our team as soon as possible at support@charliecrane.fr indicating your name and order number. We will take over in order to send you back your article.

Returns and Refunds

I would like to exchange my product: How do I proceed?

We accept exchanges for items of the same range only.

Example : I ordered a LEVO with a blue seat, I finally want a white seat.

No worries! Send us an email to support@charliecrane.fr with the reference of your order and the product you want to exchange. Our team will send you a return form to return your item.

Once your parcel has been received in our premises, we will send you your new item. Allow 1 to 3 days for delivery in Metropolitan France.

The return costs are at your expense.

I have received my product: How to return my order?

If you are not completely satisfied with one of our items, you have 14 days from receipt of your package to return it. Returned items are checked to be put back in stock and refunded.

For your return, nothing more simple, here is the procedure to follow:

– Items must be in their original packaging

– Send an email to our customer service at support@charliecrane.fr with your contact information and your order number

– Our team will send you a return form as well as the address to which to send the package

– Put the return form inside your package

– Go to a post office near you to return your package

The return costs are at your expense.

What is the repayment period?

Once the order is cancelled, the refund is generated automatically.

Depending on your bank delays, the payment arrives within 1 to 3 working days.

After-Sales Service

How to reach the after-sales service?

Our customer service is available by phone at 01 73 75 95 03 from Monday to Friday from 9:30 am to 1:00 pm and from 2:00 pm to 5:30 pm.

My product arrived damaged: What should I do?

Unfortunately this is not desirable but can happen!

Send us an e-mail to support@charliecrane.fr with photos so that we can see with you the extent of the damage and replace the item(s) that cannot be used. Our team will provide you with a return slip to be inserted in your parcel as well as a return label.

The return of damaged items to our warehouse is at our expense. Once your parcel has been received at our premises, we will send you your new item. Please allow 1 to 3 days for delivery in Metropolitan France.

I need a spare part, how do I use the product warranty?

All our products are guaranteed for 2 years from the date of purchase, against any manufacturing defect and upon presentation of proof of purchase.

Nevertheless if you need a spare part after this period, please contact our team on support@charliecrane.fr specifying the model of the product you own as well as the part you are looking for and your postal address.