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Help - FAQ

1 - customer Account

Why and how can I create an account ?

Creating an account is required to place an order. We need information, such as your name, address,...
We also ask that you have a phone # where you can be reached to address a possible concern regarding your order. To create your account, you just need to enter your email address and a password which will be your login information, as well as the other information requested.

How do I change information about me on my account ?

You just need to log in with your credentials (email address and password) and go to the section concerned.

I forgot my password. What should I do ?

Please visit this page and fill in the email field to receive, at the indicated address, your password.

In order to be sure that you receive all our email contact, you just need to add the address contact@loding.fr in your address book.

Can I find my shopping cart with products after I've disconnected ?

The products that you have added in your shopping cart are preserved. Re-connect to your account thereafter, you will find it. However, the stock may have changed between time. It may be that the article is not longer available.

2 - Contact and Customer Service

I would like to get in touch with the Customer Service

We are at your disposal. You need information, for further information on the products, delivery, your order... ? You can contact us through the contact form.

3 - Your order

How do I place an order ?

To place an order on our online shop, you simply need to browse its different rays. You can browse by category, by keyword search, by style, ... Consult the articles that you want by selecting a size and a color, then click on the button " Add to cart ". Let yourself be guided, by creating your account if you don't have one, choosing your delivery address and the delivery method, and your method of payment.

I want to change or cancel my order

If your order is not yet shipped, you may inform us of any change therein through the contact form.

4 - Payment

How can we pay on the website ?

The online shop accepts payments by credit card Visa, MasterCard, as well as by the payment solution PayPal.

5 - Tracking of order and delivery

Processing times

Once your order is validated, it is processed in our warehouse usually within 24 hours (working days). She is then entrusted to the carrier. We have selected the solution So Colissimo of the Post office typically delivers packages within 48 hours in metropolitan France. You can as well be delivered to your home, at a merchant partner, in a space Cityssimo or at your local Post office.

Delivery deadlines and costs

We work with Colissimo for which the delivery time is then in 48h/72h for metropolitan France, and from 2 days to 7 for other countries. If, however, Colissimo exceeds this deadline, you can file a complaint with Colissimo in retrieving your package.

The delivery costs in metropolitan France for any order over 230€. For other destinations, shipping costs vary based on the amount of your order and your delivery country.

For deliveries outside European Union, custom fees can be charge to the customer. 

I would like to know where is my order

Following your order, you will receive an email summary indicating that it has been taken into account. This mail contains a link to your Client Area. In this Client Area, you can check the status of your order. The different stages of your order are : paid during the course of preparation, shipped, or cancelled. During the delivery of your package to the sender, you will receive an email allowing you to track the delivery of your order.

6- Returns and refunds : time limits, fees, return and refund

I have a problem with the parcel received

If one item doesn't satisfy you (color, size, last), simply inform the customer service.

To do this, log in to your customer account, under the heading" History and details of my orders, where you can, for each of your orders, make your complaint and/or ask your question.

You can also contact us through the contact form in a period of 15 days from the delivery of the package.

I wish to return all or part of my order. How to do it ?

To do this, log in to your customer account, under the heading" History and details of my orders. In the details of your order, tick the items you wish to return, and indicate us your choice, in particular for the exchange. Our team will then be informed.

You can also contact us through the contact form in a period of 15 days from the delivery of the package.

The steps to follow :

  • 1 - Return the product in original condition in its original packaging with its label, allowing its immediate sale. Any product worn, not packed, not full, or in a different state of nine will not be refunded.
  • 2 - Put inside the package a copy of the invoice of the order.
  • 4- For return from countries outside of the European Union, put into a transparent pocket sticked on the package, the customs form wiht the mention "Return" or "Returned goods", 3 copies of order's invoice and a copy of the customs fee receipt you received with your package, which indicates you already paid the customs.
  • 3 - Send by "Colissimo suivi" at your own expenses to :

Loding
Service Clients E-Shop
15, rue Gustave Eiffel
91420 Morangis
FRANCE

If the above conditions are not met, LodinG reserves the right to refuse the package, which will be returned it to its sender.

ATTENTION : you have 7 working days from the time the customer service has accepted your return for return send us back the package.

On receipt of your parcel, and after checking its condition, we will proceed, as the case may be, a refund of the product, in the forwarding of the new product requested.

If the product received is not the one ordered, or if it is damaged

Despite all the care taken in preparing your order, an error of preparation or a defective product is always possible. We apologize for the inconvenience.

Please follow the return procedure (previous point). We, of course, the costs of the return at our expense by sending you a Colissimo pre-paid return voucher.

Return sent by using any other way than the return voucher sent by Loding will not be refund whitout Loding's agreement.

7 - Technical problems

I do not receive your e-mail confirmation of order or information

It is possible that our emails are automatically placed in the spam folder or junk e-mail your e-mail software. In order to be sure that you receive our e-mails, we recommend that you add to your address book, the address contact@loding.fr for order confirmations.


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