Help

Voltex


How to order on Voltex.fr ?

How is held an order ?

What does occur if I'm not at home during the delivery ?

Which are the accepted modes of payment ?

Is the payment protected ?

How does the follow-up of order function ?

How does the SAV function ? 

To whom can I refer my complaints ?




How to order on Voltex.fr ? 
You fill your basket of order by clicking on the button "to add" located on the card-products which you access either by carrying out a research, or by our selections. Then the product is immediately posted in your basket of order.
When you are on the page "Your basket", you can continue your visit to find other articles. You just need to click on the button "to continue" at the bottom of the page. You can continue to fill your basket. The articles you progressively put in this one are then memorized. 
At any moment, during your visit, you can access your basket of order by clicking on the icon "Your basket" of the bar of navigation located in the heading of each page. In your basket of order, you can: 

  • Cancel an article while clicking on the key "to remove" located on the left of the article's title.
  • Increase or decrease the quantity per product by positioning yourself in the box "quantity" opposite the product's title. Then register the quantity you wish, click on "Recomputing": the total of your basket of order will be modified consequently. 
    Once you filled your basket of order with all the products you wish to buy, click on the button "to order". 
    Then, your order is recorded, processed and sent. You receive by email a confirmation of order and you are delivered within the deadlines described in the paragraph "Delivery". 



    How is held an order ?
    An order is made up of 3 stages :
    1 - The order
    2 - The processing 
    3 - The forwarding


    1 - THE ORDER 
    You enter your order on line. You receive in the two hours a mail entitled "confirmation of order" confirming that your order is recorded. 

    Validation: 
    EACH order is checked by our anti-frauds service in order to make sure that the person who pay is the right person who ordered and who will thus be delivered.                                                                                V
    alidation of your payment: if you did not choose the payment on line made safe by bank card, the validation of your payment takes effect with its reception (document in proof of payment by mandate cash).            Validation of your identity: it takes effect with reception of a photocopy of an identity paper and a document in proof of residence, whatever the mode of payment selected. 

    Caution ! As long as it is not validated, your order remains recorded but is not taken into account. The more you are long in providing these various parts, the more the availability of the product can change in the interval ! 

    2 - THE PROCESSING
    Once your order is validated, this one is processed. Our sales service checks the reference of the product and orders it to the supplier if it is not in stock. 
    Then a mail entitled "processing of your order" is sent to you, so as to confirm you the effective setting in processing of the products; 
    the availability is in general the one announced on the site, except if a missing supporting document delayed the validation of your order. In case of later change of availability (supplier's delay, etc), a new email is sent to you. 
    The follow-up: You can follow at any moment the progression of your order with our service of follow-up on line by clicking on "My account" in the left menu of each page. 

    3 - FORWARDING
    When your order leaves our warehouse, a email entitled "forwarding of your order" is sent to you to announce the forwarding of your parcel.         Delivery: one of our referred conveyors delivers your product at the address given at the time of the recording.



    What does occur if I'm not at home during the delivery ?
    No problem, our conveying partners will leave you a transit advice note so that you can come into contact with them and define a new passage, or they will come back later without additional expenses. 



    Which are the accepted modes of payment ?
    To simplify your life and to be closest to your needs, we suggest several modes of payment to you :

  • The payment on line, by bank card (Blue Card, Visa, Eurocard Mastercard): the transaction is made safe by technology SSL of encoding of data and ensured 100% by FIANET organization, subsidiary of AXA Insurances. You can pay on line in full safety.

  • The payment by cheque

  • The payment by transfer 

    Whatever the selected mode of payment, your order will be taken into account only once validated. 



    Is the payment protected ? 
    You can pay on line in full safety. How and why?
    When you enter your number of card and its validity date, these data are instantaneously encrypted in your own machine before being sent on the network (encoding SSL, solution the most used in the world). Nobody can see them and nobody can thus make use of it without your knowing.

    Besides being encrypted, this information is not stored on our computers (this is why it is asked to you to provide them again for each one of your purchases), which prevents their theft by the "hackers". 

    Voltex is approved TRUSTED NET (Group AXA insurances) to guarantee all your payments by CB carried out on our site. So you can carry out your orders by bank card in full safety. 

    If you do not wish to pay on line, you can also pay by cheque or mandate cash.



    How does the follow-up of order function ?
    At each stage of the processing of your order, an email is automatically sent to you for a follow-up in real time.

    Our customer service is at your disposal for any piece of information. You can contact our customers advisers by phoning to the 05 61 25 64 37 or by email on 
    [email protected]



    How does the SAV function ? 
    If the received product was damaged during the transport, write it on the delivery order given by the conveyor in the form of "handwritten reserves" with your signature.

  • If the received product is faulty, contact us on the day of delivery and we will tell you what to do. The products on our site are covered by the guarantee of their manufacturer/supplier. 

  • If the received product do not correspond to the one you ordered, or if a product is missing, the first thing to do is to write it on the delivery order given by the conveyor. Then, contact us quickly and we will put right the error.

  • If you are waiting for your product and if the time announced in our email of follow-up of order is exceeded, contact us as fast as possible for us to settle the problem. 




    To whom can I refer my complaints ? 
    Voltex has got a customer service by e-mail. If you have a complaint to refer about a product or a service, contact us : 
    [email protected]. We will do our best to help you to solve your problem.