Answers to your most frequent questions

The tracking information for your orders is available directly on your customer account here:

Order history

Log in, then click on the "Display" button to see the order that you want to monitor:

Then, in the "Order history" section, consult the various steps for processing your order:

Once the order has been shipped, you can track your shipment on the carrier's site by clicking on the tracking number located in the "Order tracking no." column:

Please note that computerized tracking with our carrier is only available 24 hours after shipping.

You will automatically receive an email with the tracking information for the shipment as soon as the order has been shipped.

Here is the correspondence for each status:

The tracking indicates that the order has been delivered to the post office:

Unfortunately, tracking is not available for certain countries in the European area after depot receipt.

You therefore need to wait between 3 and 12 working days after depot receipt to receive your order.

- For mainland France, the shipping costs are free for purchases above NZ$50 incl. tax. Below this amount, the transport cost varies between NZ$2.90 and NZ$9.90 depending on the weight and volume of the order.

- For Overseas, the shipping costs are from NZ$4.50.

- For the European Union, from NZ$4.90.

- For the rest of the world, from NZ$6.90.

To know the exact price of delivery of your order, simply carry out a simulation directly on the website by adding products to your cart.

For all orders for France, packages can be sent via Lettre Max, Colissimo Suivi (without signature), Colissimo recorded delivery, collection point (So Colissimo) and Fedex.

For orders for European Union countries, packages can be sent via recorded-delivery export or Colissimo International. For Belgium, deliveries can also be made to collection points.

For orders for other parts of the world, packages can be sent via international recorded-delivery export or Colissimo International.

You can find more details on delivery methods here:

Delivery information

Mainland France:

For an order placed and paid before 12:00 by bank card or paypal, the delivery time is approximately 48 hours by Colissimo and 24 hours by Chronopost (excluding Mondays, weekends and public holidays).

In the event of harsh climatic conditions, postal strikes, holiday periods or out of stock (indicated on the site and when you placed your order), these delivery times may exceptionally vary.

Abroad and French Overseas Departments and Territories:

The delivery time may vary between 3 and 12 working days.

In the event of harsh climatic conditions, postal strikes, holiday periods or out of stock (indicated on the site and when you placed your order), these delivery times may exceptionally vary.

You can find more details on delivery times here:

Delivery information

If the parcel appears to be damaged upon delivery, open it with the delivery driver present to check its contents. If the products are damaged, you must fill in a damaged goods report with the delivery driver.

If the parcel was delivered via your letter box, take it to the post office on the same day or no later than the next day, and you must fill in a damage goods report with the post office clerk or refuse the parcel.

This documents is absolutely necessary for claiming on the damaged goods insurances. If you do not fill in this form, your request may not be dealt with.

You can check that the shipment has been carried out by our registered delivery service by checking that the label that is on the parcel is marked "Delivery against signature":

If this is the case, and you have received the parcel via your letter box, you should submit a complaint to coliposte so that the situation does not happen again. You can do this here:

http://www.colissimo.fr/contact/accueilService.do

However, if you opted for registered delivery and the parcel has been delivered to your letter box, and the label on the parcel is marked "Delivery without signature", you can send us an email to inform us of the problem.

First of all, consult the tracking information on the carrier site. This information is accessible from the email sent to you when your order was shipped, or on your customer account (click here for more information). In this way, you will be able to find out where your order is.

If you are not satisfied with the information on the carrier site, you can contact it directly on the following numbers:

- La Poste and Coliposte: 3631

- Fedex : 0 820 12 38 00

If you are unable to obtain more information from the carrier and the shipping date has exceeded 5 working days, please contact us by email stating your order number so that a complaint can be made.

If you have opted for delivery without signature and you are not at home, the order will be left directly in your letter box. If the parcel is too bulky, a delivery notice will be left by the postman, so that you can collect the parcel from your nearest post office.

If you opted for delivery with signature and you are not at home, a delivery notice will be left by the postman, so that you can collect the parcel from your nearest post office against signature.

Customers living in France can pay by bank card, bank transfer, cash mandate and paypal transfer.

Customers who do not live in France can pay by bank card, bank transfer and paypal transfer.

You can find more details on payment methods here:

Payment information

Simply place the order on the site and select the payment method of your choice: "bank transfer".

You will then have all of the necessary information for making a transfer from your bank (address, bank details, order number).

You will also receive a copy of these instructions by email.

Simply go to your order history here:

Order history

Log in, and then you can view and print your invoice here:

You will also automatically receive an email with the invoice attached once the order has been shipped.

When the shipping address is located in the French Overseas Departments and Territories, Switzerland and outside of the EU, orders are billed excluding tax (no VAT).

The purchase order and the invoice will be in euros excl. tax, and payment will be made on this basis.

You will have to pay customs duties and dock duties upon receipt of the parcel in accordance with the law.

Recent and/or high-end vehicles have an on-board computer (OBC) that checks that the bulbs are working properly. It checks the consumption of the bulbs by sending electrical pulses to check that they are working properly. As an LED uses very little energy, the electronic system may consider that the bulb is burned out and displays an error message on the obc when the LED is working normally. If the on-board computer (OBC) considers the electrical consumption to be too low, the computer may also cut off the power supply of the LED, since it considers the bulbs to be burned out.

Consequently, for models equipped with an on-board computer (OBC) checking the operation of the bulbs, you need to order OBC error-free leds.

Also check that the model that you have ordered is not included in the "list of incompatible vehicles", the link of which is at the bottom of the page for the product:

You will find a complete file answering your question here:

stop_courant_residuel_led.pdf

Look at the metallic part of the bulb where all of this information is shown. For example, the bulb below is a H4 bulb (green box), with 60/55W power (red box).

Your vehicle is most probably in the list of incompatible vehicles at the bottom of the product page:

Consequently, click on the link and follow the solutions proposed for your vehicle.

The flashing is due to checking of correct operation of the bulbs by the on-board computer, which sends short electrical pulses. This flashing is not visible on conventional filament bulbs because they need more power to be lit. However, as LEDs use less power, these pulses may be visible. If the on-board computer (OBC) considers the electrical consumption to be too low, the computer may also cut off the power supply of the led, since it considers the bulbs to be burned out, even if this is not the case.

Consequently, check that you have ordered an OBC error free LED model.

Also check that the model that you have ordered is not included in the "list of incompatible vehicles", the link of which is at the bottom of the page for the product:

When purchasing a sidelight pack or a licence plate pack in addition to a deluxe pack (for the same vehicle), all of the packs are grouped in the deluxe pack. This is why you received a pack named:

Deluxe pack + sidelight bulbs

or

Deluxe pack + licence plate

or even

Deluxe pack + sidelight bulbs + licence plate

As stated in the email notifying you of the shipping of your order and in our general conditions of sale, you must check your order upon receipt, and before any installation on your vehicle. Check the quantities and models in relation to the product sheet on the website.

If you note a problem, please send us the following information by email:

- Your order number

- The model of your vehicle

- A photo of the order as received (mandatory)

Important: complaints must be formulated no later than 48 hours after receiving the order.

No complaint will be taken into account if not all of these conditions are met.

This problem is due to residual current. You will find everything you need to know to solve this problem here:

stop_courant_residuel_led.pdf

You will find the resistors in question here:

Product 361

You can also use OBC anti-error LEDs so that you don't have to install anti-residual current resistors:

OBC error free leds

However, please note that these types of LEDs have a shorter service life than standard leds.

Simply complete the form available by clicking here. A response to your after-sales request will be sent within 48 hours.

Important: a return without our prior agreement will be automatically refused.

Simply complete the form available by clicking here. A response to your after-sales request will be sent within no later than 48 working hours.

Requests made using this form are dealt with as a priority.

You can request the change to an order placed on the website if it has not yet been prepared or completed.

Simply go to your customer account, then display the order to be changed:

Then, click on the "Request a change/cancellation of the order" button:

Then, fill in the form and click on "Send":

The order is then changed to pending, while your request is being processed.

A change request logically results in delays in the preparation and shipping of the order.