• Customer account

What if I forget my password ?

No problem, in case you forget your password, you just go to the icon in the top right "log in" and click on " reset your password ".

How do I change my contact information ?

Login to your account and click on "see details" then " edit ". In the event of a concern about the procedure please do not hesitate to send us an email to contact@fotello.fr with your question.

Then I unsubscribe from the newsletter ?

At any time you can unsubscribe by clicking "unsubscribe" at the bottom of the newsletter that you received

 

  • Orders and deliveries

How to place an order ?

Select the desired quantity on the product page, the finish desired, add the product to cart or click " proceed to checkout ".

You will then be asked to create a customer account to be able to track your order, stating your contact details. During checkout you will have the choice between different modes of payments (see below). Proceed to payment, we will then send you an order confirmation if everything went well, then we will inform you of the shipment of the parcel with tracking number.

I've ordered several products with different delivery, when will I be delivered?

By default, we will send you the products one after the other in function of their availability. If you want a consolidated shipment, please send us an email to contact@fotello.fr in indicating the reference of your order.

Modes of payment accepted ?

We want to provide you with the means of payment secure, simple and effective. We therefore accept payments by credit card Visa, Mastercard, American Express and through Paypal.

The payment is secure ?

The payment process is fully secure and encrypted (SSL encryption). We do not have at any time the visibility of your banking information and this information is never stored on our servers.

How are you informed of the status of your order ?

At the end of your order we will send you a confirmation email with an order reference (to preserve), the quantities, the type of product and the amount. Another email with the shipping confirmation you will be sent to you when sending your order.

When and how will I be delivered ?

We are committed to respecting the delivery times indicated on the product pages. We work with Faq Et Aide and for home delivery and Faq Et Aide for delivery in points relay. The choice of the point relay is made after the payment directly from the window that will open.

 

  • Returns, refund and complaints

How long do I have to return my product ?

We want to provide you with a quality user experience with the possibility to return your order free of charge up to 14 days after receipt of your order. You will be able to see the product in peace.

How do I return my product and is it paid ?

After your purchase we will provide you with a packing slip so that you can return the product within 14 days after delivery. We take care of the return costs, you will have nothing to pay or to move forward.

Where do I return the product?

Do not return the product to the supplier or to our headquarters but in our warehouse at this address:

Homebox - SAS Fotello

8, rue du Doubs

67100 STRASBOURG

What do I do at the time of delivery and what is the procedure to follow to replace the product or get a refund ?

Check the status of your order with the delivery driver, if everything is in order, enjoy your purchase.

If the product received has been damaged during transport and that you reject the product please indicate on the delivery slip issued by the carrier in the form of resserve handwritten "refused for damage" with your signature. Please report the problem to the same day of the delivery or at the latest the first wrought day following the delivery by e-mail at contact@fotello.fr accompanied by a photo and the reference of the command, while indicating if you want a refund or an exchange.
 

If the product received is defective, please contact us the same day of the delivery or at the latest the first wrought day following the delivery by e-mail at contact@fotello.fr accompanied by a photo and the reference of the command, while indicating if you want a refund or an exchange. The products sold on our site are covered by the warranty of their manufacturer.
 

If ever the received product does not correspond to that you ordered, or if a product was missing, the first thing to do is to indicate on the delivery slip issued by the carrier. Then, please report this error on the same day of the delivery or at the latest the first wrought day following the delivery by e-mail at contact@fotello.fr accompanied by a photo and the reference of the command, while indicating if you want a refund or an exchange. We will repair the mistake quickly.
 

If you wait for your product, and that the time announced on the product page is outdated, please contact us as soon as possible so that we can find a solution.

In the event of a refund request, please attach to your application form of withdrawal you will find below

How do I make the repayment ?

After receipt of your return, if the returned product is unused and in the same condition as you received, we will process a full refund of your order plus return fee within a period of 10 working days.

In the event of a refund request as your order has not been dispatched, we will proceed to reimburse the fund within 10 working days.

IMPORTANT: Due to the customization offered, the products of the brand PROSTORIA and VZOR, will not be refunded but will be subject to a credit valid for 1 year.

 

  • Claims

For any complaint, please contact us by e-mail at contact@fotello.fr or by phone on 03 67 15 85 97. We will be happy to be able to find a solution to your problem.

 

  • Withdrawal form (to send by mail in RAR or email)

To the attention of the SAS Fotello, 10, rue de Zurich 67000 Strasbourg (contact@fotello.fr)

I notify you by this, my withdrawal from the contract on the sale of the property below:

Description and order number:

ordered:

Received:

Name of the consumer:

Address of the consumer:

Signature:

Date:

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